Armed with cheap, accessible technology, your employees are connecting with customers to create innovative new solutions. One in three workers may even use technologies your company does not sanction. Josh Bernoff calls them HEROes: highly empowered and resourceful operatives. Your company needs them because, in the ever-evolving torrent of Web information, your customers come to the table armed with more data and access than ever before. Learn how you can encourage your HEROes and how to manage this force for innovation without creating chaos.