What looks like a people problem is often a situation problem.

Once we know something, we find it hard to imagine what it was like not to know it.

The Curse of Knowledge: when we are given knowledge, it is impossible to imagine what it's like to LACK that knowledge.

This is the biggest problem in analytics today.

Lots of us have expertise in particular areas. Becoming an expert in something means that we become more and more fascinated by nuance and complexity. That's when the Curse of Knowledge kicks in, and we start to forget what it's like not to know what we know.

Knowledge is rarely enough to spark change; it takes emotion to bring knowledge to a boil.

Change is hard because people wear themselves out. And that’s the second surprise about change: What looks like laziness is often exhaustion.