Dear Leaders: Maximize your investment, nail your change management

Rolling out a new platform is only as successful as the change management behind it — and with 75% of transformation efforts failing to deliver hoped-for results, largely due to employee resistance, getting this right matters as much as the technology itself.

Four pillars of change management

McKinsey's framework covers role modelling from leadership, fostering genuine understanding of why the change is happening, reinforcing it through existing systems, and developing the skills staff need to work the new way — all most effective when training is done with end users, not simply delivered to them.

Know your audience — and explain the why

Everyone in an organisation sits somewhere on a spectrum of awareness about a change, from leaders deeply involved in the original decision to staff who found out via a same-day email — and it's easy for executives to overestimate how much everyone else already understands, a pattern known as the false-consensus effect. Consistently explaining why the change was made, and what it unlocks — centralised data, richer insights, better fan engagement — is what ultimately turns hesitant users into champions of the new system.