I think that’s very true - in the sense that listening is a passive way of engagement. Firing off a survey, inviting and consuming feedback on platforms like Canny, having an in-game bug reporting tool (have any of you had an email follow up? What’s the point of providing your email address?) - these are excellent initiatives, but very much in a one-way fashion.
There are other avenues where it’s less so - like developer Twitch streams and CC discord - but they are less obvious and not quite what your average player would expect based on his experience with other games, which is that forums are where the discussion (involving the devs - think of blue posts on Blizz forums) takes place. I wonder if the sturm and drang of the Epic deal days put them off forums as a medium.