Everyone in the video is an employee and high ranking. Although they do mention customers but in a sense of we have handed out more than 500 million credit scores. If the feature is not making money it's not worth putting on even if it's something that is essential knowledge for customers since CK claims to be an educational experience company on top of financial services. There is lack of proper management and the turn over is so high that you only see the same employees for a little while. They will blame everything on the people down the food chain even if the mistake was obviously generated at the high management level. Unable to give examples due to non disclosure. But Ken Lin is being lost in this war of how can we get more money and is losing sight of the mission. Sad situation