When firms adopt a technology, the intangible investments needed to make it useful are systematically under‑measured. That mis‑measurement masks true productivity. This has interesting implications to both large-scale technology introductions (like AI) in society, and small scale introductions in business.

How do you know when you’re struggling with technical debt with products from outside vendors?

It's easy to fall into the trap of thinking we are perfectly capable of making technology decisions. As leaders, we’re rewarded for sounding and acting confident with very little information.