The older we get, and the more experience we have, the ‘surer’ we become…sure that we know exactly how something works, sure we know exactly what is causing a problem, sure that we know exactly what to do to fix every problem. Being ‘sure’ helps us feel happy and comfortable. And isn’t that what we want? Especially in our leaders and workers? I don’t believe so. The world is changing quickly, and interactions between people and computer systems become ever-more complex. Customers needs are constantly changing. If we are ‘sure’ and ‘comfortable’ we can’t acknowledge that what we don’t know might help us! Help us to better serve our customers, help us to find new and better solutions, and help us to create a better world. In my opinion, best not to be too ‘sure’.