Digital transformation is no longer optional—it’s essential for businesses to stay competitive. However, adopting new technology is only part of the equation. Successful transformation requires a shift in how organizations work, collaborate, and innovate. Without proper change management, even the best digital initiatives can fail.
In this article, we’ll explore why change management is critical to digital transformation, how it helps overcome resistance, and the key steps organizations should take to ensure a smooth transition.
Digital transformation can be difficult, especially for employees who are used to their current way of working and may feel uneasy about changes. Change management is important to help employees through the transition, so they understand why the change is needed, what is expected of them, and how they can support the company's goals. Without a clear plan for managing change, digital transformation projects can lead to confusion, fear, and resistance from employees.
For example, if a new software system is introduced without proper communication and training, it can lead to frustration and worry. Employees might not see how the change will improve their work.
According to a Gallup study 70% of projects fail because employees aren’t engaged, which shows how important it is to involve employees in the process. It is also very important in agile frameworks to involve employees in the development process so that they understand the complexity, contribute ideas during development, and feel that they have contributed to the introduction of software within the company.
When selecting vendors and implementation partners, it is important not only to choose those who can implement software well but also those who will support change management, ensuring proper use and a sustainable solution in the long term.
Change management helps organizations prevent problems by ensuring that changes are explained clearly and that employees feel supported throughout the process. With this approach, companies can handle the challenges of digital transformation more easily. Additionally, organizations that focus on change management are 6 times more likely to meet project goals and are better prepared for future changes based on Prosci.
To manage digital transformation successfully, organizations should follow a clear and organized change management process. Below is a simple approach to guide teams through each stage of the transformation, including important principles for effective change management:
Start by clearly defining the change and its goals. Senior leaders and the change management team (such as Executive Leaders, Change Sponsors, CTOs, Digital Transformation Executives, Change Management Leads, etc.) should assess potential risks. They need to identify areas where performance might drop or where employees might resist the changes. Department managers (like Operational Managers, Team Leads, Technical Team Leads, Project Managers, Product Owners, Customer Success Managers, etc.) also play an important role in identifying specific challenges and disruptions within their teams.
Even employees in lower positions (such as Team Members, Project Assistants, UX Designers, Helpdesk Technicians, Customer Service Representatives, etc.) can offer valuable suggestions, as they often have insights from day-to-day work. Create a change management team that includes people from different departments to bring a variety of perspectives. Organizations should also provide ways for employees to share their ideas, such as through feedback sessions or suggestion boxes, to encourage involvement and improve the process.
Understanding the risks helps create strategies to manage them. For example, if a new technology disrupts a team’s workflow, providing additional training can help with the transition. Clear communication and the right support will make employees feel ready and confident during the process.
Leadership involvement is key. Leaders must actively support the transformation to guide employees through it. Their engagement sets a positive example for the entire organization.
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Every change project needs a clear and organized plan that outlines each step. A good plan should include timelines, resources, and communication strategies. Involving employees in the planning process to gather their input and address concerns helps increase engagement and reduce resistance. A clear, step-by-step plan keeps the transformation organized and reduces the chances of unexpected issues. Tools like Gantt charts (for visualizing timelines) and project management platforms like Azure DevOps, Jira, or Asana can help track progress and keep everyone on the same page.
Break large milestones into smaller, manageable tasks to make them feel less overwhelming for employees. This also creates opportunities for early successes that can motivate the team to keep moving forward.
Creating a positive culture is crucial for maintaining high morale. A supportive culture encourages employees to share their ideas and embrace the change process. You can also hold brainstorming sessions using tools like Miro (for collaborative whiteboarding) to inspire creativity and teamwork.
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Organizations should provide regular updates about what’s happening, why it’s happening, and how it affects each team. Clear communication and actively listening to employees' concerns help build trust and transparency.
Set up regular feedback opportunities, like monthly surveys or focus groups, where employees can ask questions and share their thoughts. Use the feedback to adjust your communication plan and address concerns as they arise, showing employees that their input is valued.
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New technologies or processes often require employees to learn new skills. Offering training sessions, workshops, and user guides helps employees feel confident and capable of using the new systems. Enablement sessions, which focus on hands-on practice and real-world use, make training more effective. These sessions allow employees to work directly with new systems, helping them feel more prepared.
It’s also important to motivate employees who are actively involved in the development process. Recognizing their efforts encourages others to get involved too.
For example, Cyber64 has developed AEM Academia, a training program for users, content writers, developers, and other teams working with Adobe Experience Manager. The program includes practical training and real-world scenarios to help employees build skills in different roles. By providing the right skills, AEM Academia helps boost confidence and speeds up the adoption of new systems.
Ongoing support, such as a dedicated contact or help desk, can make the transition easier for everyone.
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It’s important to monitor the change process to keep everything on track. Organizations should gather feedback from employees and measure progress using key performance indicators (KPIs), such as employee engagement, project completion times, and return of investment (ROI). Being ready to make adjustments when needed is crucial. Regular check-ins help leaders spot any issues early and prevent small problems from becoming bigger setbacks. Flexibility is essential in change management, allowing organizations to adapt when necessary.
Agile methodologies encourage regular reviews and adjustments, which make it easier to respond to feedback and changes in the business environment. Schedule periodic reviews to check progress against KPIs, and encourage employees to raise concerns early to create a continuous feedback loop for improvement.
A supportive culture helps in this process, as employees who feel comfortable giving feedback are more likely to contribute positively, helping organizations adjust their approach when needed.
Based on these five steps, organizations can create a customized change management plan that fits their specific transformation goals. However, there are also well-known models, such as Kotter’s 8-Step Process, which focuses on creating urgency, building a vision, and achieving short-term wins to get everyone involved in the change. Another model is Lewin’s Change Model, which breaks the process into three stages: unfreezing, changing, and refreezing to make new behaviors stick. Prosci’s ADKAR Model focuses on guiding employees through the transformation by addressing Awareness, Desire, Knowledge, Ability, and Reinforcement.
In both personal and professional situations, people’s reactions to change are often emotional. Understanding these emotions can help organizations guide their teams more effectively. The Change Curve, based on the Kübler-Ross psychological model, shows the emotional ups and downs people go through when facing change. It highlights the five stages employees typically experience: denial, anger, bargaining, acceptance, and commitment.
At the start of the change, employees may feel confused or refuse to accept the need for change. They might not understand how the change will affect their daily tasks, leading them to ignore training or avoid using new tools. Some may even think the change is temporary or unnecessary, especially if they don’t see its impact right away. During this stage, employees may hold on to familiar processes and resist the changes. Managers need to explain clearly why the change is happening and how it will benefit everyone to help employees move past this stage.
As the change progresses, employees may feel frustrated and tired. The need to spend extra time learning new tools or adjusting to unfamiliar processes can feel like an extra burden, making them anxious about how it will affect their work. This emotional reaction often leads to resistance. Managers must reassure employees and highlight the long-term benefits of the change to help them move through this phase.
Once employees get past their anger, they might try to reduce the impact by finding the easiest way to handle the change. They may try to negotiate how the change will affect their roles, asking for delays or trying to minimize disruption. They might also try to adjust to new systems without fully accepting the change, or they may push for compromises to keep some of their old work habits. Employees tend to focus on small, immediate tasks and may miss the bigger picture of how the change will impact the organization in the long run.
In this stage, employees may feel overwhelmed by the challenges of adjusting to new digital tools and processes. They may experience frustration, burnout, or a lack of motivation as the complexity of the change becomes clear. As they struggle to adjust, their energy and enthusiasm may decrease, affecting productivity and morale. Support from managers is essential to help employees regain their confidence and continue moving forward with the transformation.
Over time, employees begin to understand the benefits of the change and start to adapt. Although they may still be cautious, they begin to use new processes and tools. This phase marks the shift from resistance to a more open-minded approach, where employees see how the change can improve their work. As they gain confidence, they become more willing to fully embrace the transformation.
Finally, employees fully accept the change and start using new systems or processes as part of their daily work. They become comfortable with the transformation and use the new tools with confidence. At this point, employees may even support the change by encouraging their colleagues who are still adjusting. This phase represents a complete shift to the new way of working, where employees are not just accepting the change, but are fully committed to it.
Understanding these emotional stages is important for building a culture that not only accepts change but also grows stronger through it.
Organizations should allow employees the time to adapt to new tools, without creating pressure for them to accept the change too quickly. Providing the space to adjust at their own pace can lead to better adoption and long-term success.
Digital transformation is not just about technology—it’s about people. Without the right change management strategy, even the best solutions can fail. By planning effectively, communicating transparently, and supporting employees throughout the process, businesses can ensure a smooth and successful transformation.
A well-executed change management approach fosters innovation, enhances efficiency, and positions organizations for long-term success in the digital age.
Contact Cyber64 to learn how we can help guide your digital transformation journey.
Meet Lara Medić, our IT Product Owner with more than six years of experience in software development. With a degree in IT and a focus on multimedia and graphic technologies, Lara brings both technical skills and creative ideas to drive product success. As a certified Scrum Product Owner with a strong background in agile methods, she plays a key role in connecting stakeholders with the development team, ensuring smooth communication and the delivery of innovative solutions that meet business needs and exceed user expectations. Lara believes in fostering strong team collaboration, empowering team members, and continuously adapting to deliver the best results.
Meet Lara Medić, our IT Product Owner with more than six years of experience in software development. With a degree in IT and a focus on multimedia and graphic technologies, Lara brings both technical skills and creative ideas to drive product success. As a certified Scrum Product Owner with a strong background in agile methods, she plays a key role in connecting stakeholders with the development team, ensuring smooth communication and the delivery of innovative solutions that meet business needs and exceed user expectations. Lara believes in fostering strong team collaboration, empowering team members, and continuously adapting to deliver the best results
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