Executive sponsorship. Leadership commitment. C-level support.
But what if that’s not where change actually starts?
What if the person who matters most isn’t the one at the top of the org chart, but the one who sees what’s breaking?
The one who sees that inaccessible content is driving up call volume.
The one who sees complaints rising with every broken process.
The one who sees that burnout on the front lines starts with friction at the first click.
They’re not always the loudest.
They’re not always invited to the strategy meetings.
But they know where the system is bleeding – and they want to stop the bleeding.
That person might be a channel manager.
Might be a service owner.
Might be a program coordinator, a data analyst, or a customer support lead.
Whoever they are, they’re the hinge point.
The one who can connect the pain to the cause.
The one who can say:
“That broken thing? It’s not small. It’s not isolated. It’s everywhere.”
They’ve been there all along.
You just have to find them.
And when you do – don’t let go.