It is not uncommon for companies to misunderstand customer behavior, but how do CTOs handle internal metrics that lead to questionable IT decisions? What happens when the faster development and deployment desired from IT optimization overlooks the context of where the metrics came from? Harris and Shu explore which employees, beyond the IT team, should help develop internal metrics or vet optimization results. They also discuss changing course when an optimization plan fails to improve operations or causes disruptions. Related:InformationWeek Podcast: How CTOs are rethinking succession for the AI eraHow does your organization course-correct when internal metrics lead to less-than-desirable outcomes?