Kim Scribner sits down with Sarah Smith, Chief Innovation Officer of Iconoclast Innovations, to talk about operational debt — the lesser-known cousin of tech debt. They dig into why onboarding often falls through the cracks, how understanding the "why" behind a process keeps it from going stale, and Sarah's Evolve Framework for assessing organizational health. Plus: how AI can help document your operations, and why no tool replaces getting out and observing how work actually gets done.