ATTRACT
Conway's Mirror
Everything you create for customers is a mirror of how you are structured inside.
Everything you create for customers is a mirror of how your team works together on the inside. If your teams do not share information easily, your customer will feel it: they repeat the same story to different people, fall through gaps between departments, and experience delays no one can explain. The instinct is to fix the customer experience. But the real fix almost always starts inside, with how your people communicate with each other.