Ben Cohen, a WSJ reporter known for his incisive coverage of tech mishaps, dives into Sonos' disastrous software update that cost the company about $600 million in market cap. He discusses the widespread customer dissatisfaction and the fallout that included layoffs and a CEO exit. The conversation touches on the struggle to maintain a robust user experience in the high-end audio market and the challenges of navigating software update pitfalls. Cohen also shares insights on how Sonos is attempting to rebuild trust and stabilize its operations after the crisis.