We recruited our operations teams, sales support, and customer service agents to serve as change agents. They best know end users’ needs and pain points. We created a structure for gathering feedback on what digital transformation needed to address. We let data guide our decisions. Then we applied technology to solve those pain points. Responding quickly gives teams confidence that their feedback is heard. That, in turn, produces more ideas, feeding a cycle of innovation.

Any effort like this has to bring people, processes, and technology together. Technology was certainly a part of transformation, but simplifying processes, focusing on people, and building a culture of empowerment, innovation, and engagement is equally important.