Manifesto

Processes and technology should support people and their goals, not the other way around.

Insight requires multiple points of view.

No solution or system works for every organization, and no solution, system, or methodology will ever work right out of the box.

Change always has unforeseen impacts and effects.

The most critical information an organization needs will come from the place the organization is least likely to be hearing it from:

• The bottom of the org chart

• The customers who don’t make it to your website or encounter your brand

• The quietest constituents and groups

Very rarely is the real problem the one that an organization thinks it is (or leadership thinks it is). You can’t measure a set when you’re a member of the set.