Southwest Airlines lost its heart.

Time, transparency, and intentional stakeholder engagement will help address headwinds.

In 2014, Southwest Airlines launched an advertising campaign to articulate how their airline differed from others in the industry. The award-winning campaign used the tagline “Without a heart, it’s just a machine.”

Since its rollout, the phrase stuck with me. It became the mindset I brought to projects and to teams. Initially, I struggled to find the connection between the phrase and project…