alt Hacker NewsGoogle has an near monopoly on Internet ads (or rather a duo-poly combined with Facebook). Having such an monopoly makes them have hindsights on what they are doing and how they are failing, or even if they do, the incentives and management just aren't cleanly aligned with what ought to be the case.
Google has always been a bunker corporation, they exist only on shielded campuses and never interface with normal people or reality. One of the additional consequences of never concerning themselves with providing customer service for most of their products. They have no idea what's actually going on on the ground, until long after it has shaken the world (ChatGPT). They're deeply isolated from the front and from proper feedback iteration mechanisms.