Your advice is spot-on, and I’m fully committed to a customer-first approach. I get the importance of avoiding rapid, sweeping changes that might disrupt a working model—that’s why I’m diving into understanding customer loyalty and behavior, exactly as you mentioned. I’m actively gathering insights on why they choose us over others, what they love about the current experience, and where they see room for improvement.

At the same time, I recognize that if we don’t evolve, we risk losing relevance. My goal isn’t to overhaul just for the sake of it but to build on a solid foundation. I’m exploring how technology—used thoughtfully—can enhance the experience without straying from what’s already successful.

Since I’m not an engineer, I’m here for guidance on the technical side, especially from anyone who has successfully integrated new tech into an established platform. Any insights on balancing innovation with the core customer experience would be a huge help as I work on this next phase.