Implementations don't fail because of technology—they fail when people feel unheard, surprised, or overwhelmed. In this episode of Outside In, Brad Mitchell, Implementation Manager at IST, pulls back the curtain on what truly makes an implementation successful. Drawing on more than 16 years of experience, Brad shares how a people-first, no-surprises approach helps clients navigate change without disrupting operations, damaging trust, or putting reputations at risk. From managing fear of disruption and hidden costs to building confidence with end users, IT teams, and executives alike, this conversation reveals why the best implementations don't feel like implementations at all, and how leaving people better than you found them is the ultimate measure of success.