Helping You Deliver Tomorrow’s CX, Today

Don’t Neglect Change Management - It Will Make or Break Your Digital Transformation

Guest Author

By Allison Flinn, Oracle CX Solution Consultant

The definition of transform is defined as “to change in composition or structure or to change in character or condition.” Elevating that to transformational change would be redefined as a change so significant it requires a paradigm shift which changes a set of concepts or theories. In other words it’s changing the way you work entirely; from office environment to daily tasks.

Digital transformation requires the ability to deliver multiple changes and from the ground up; this is from your LOB staff to your C-suite in Marketing to Operations to IT. If you’re incapable of managing that change, you will fail.

“The hardest part of digital disruption is not the technology, the technology is already here. It’s managing a business through change. There are 100 reasons not to do something, the most important thing is to get started.” – Safra Catz

Here are 3 reasons why you can’t neglect change management:

  1. Culture Shift - The future of digital and innovative success depends on the agility of behaviors, attitudes and habits of employees. In other words, a cultural shift and that starts with your people. Digital transformation is an end-to-end business strategy requiring input and change from all departments in a business but culture trumps strategy every time. If your team’s culture is not budging, the strategy won’t come through the other side.
  2. Happy Employees Equal Happy Customers - As we move to become customer-centric businesses, the number one factor missed in the equation is the tie between the brand and the customer, your employee.  The personal interaction is an expectation now and what happens when your employee isn’t your own advocate? Or a negative employee attitude or behavior reflects on the customer? Employee approaches ultimately determine the outcome of your customer’s interaction. You need to equip employees for success which means removing any obstacles to tools, ensure easy access to resources and create credence amongst the teams. Here are four ideas to help get your team on board for change.
  3. Internal Failure Costs - What’s the opportunity cost of failure? The size of the project is not as significant as the reason. For example, it could be a $1 million product that your employees don’t use or a $1 billion transformation program that isn’t implemented correctly. Technology alone is not enough. The purpose of your project should be engrained in your strategy and managing the change effectively, will positively alter the course of the outcome.

Don’t forget the ultimate goal, the light at the end of the tunnel, small success is still success and continue to adapt.

Be the first to comment

Comments ( 0 )
Please enter your name.Please provide a valid email address.Please enter a comment.CAPTCHA challenge response provided was incorrect. Please try again.