Generally agree, but the breakdown should be 80/20, 80% easy and 20% hard. It'll be real difficult to get faster without the 20% hard.
For the moment they don't care about what the customer wants because their most important market is enterprise, not the customer. I'm not sure what would change that except hitting a critical mass of C-suite people who get fed up with it.
It's getting a little better now because they can just scan in what they wrote and OCR it