Developing Leaders Issue 31: 2019 | 21 Viewpoint A re companies interested in real people anymore or just their data? All-pervasive data capture means that, in principle, businesses know their customers better than ever, but are they looking to exploit that data and extract value from customers rather than using it to create better products and services that benefit their customers? Mark Zuckerberg wanted to “make the world more open and connected” and with a typical founder’s obsession kept Facebook relentlessly focused on its customers and everybody pulling in the same direction. But Facebook’s self-assurance is now visibly corroding, revealed by a senior executive defending dubious business practices in a leaked memo, a 6,000-word manifesto repositioning the company as a social infrastructure that does good, and a new mission to “give people the power to build community and bring the world closer together.” Many organizations stumble over maintaining the agility, focus and connection to customers that characterised them in their early stages and provided their momentum and energy as they grow into larger entities. Very few founders design methodologies into the business that can survive beyond their charismatic founder’s tenure. Even fewer have a framework that over the decades has remained the bedrock for global expansion and success. Data or Disney: Keeping Organizations Human By Chris Humphrey and Emma Macdonald