Digital transformation is the driving force behind many organisations’ long-term strategies. Most of us recognise that digital technology is having a profound impact on every aspect of society. But it is also clear that the workplace is a testing ground for many advanced technologies and the arena in which the adapt-or-die approach is felt most strongly. There is an understanding that organisations must transform themselves to accommodate emerging digital technologies if they are to survive. However, how far that transformation needs to go is not always clear. Is digital transformation a case of introducing innovative AI tools? Or is it something more? We believe technological innovation must go hand-in-hand with real cultural change to succeed. In this article, we examine how you can instigate real culture change in your workplace and realise the true potential of new digital solutions.Technological expertise is criticalOn a fundamental level, the technology you choose to invest in will determine the success of your digital transformation. Select poorly, and you operate at a competitive disadvantage. However, on its own, identifying the right tool is not enough to guarantee success. You must also integrate and implement it in the right way.https://www.inform-comms.com/wp-content/uploads/2023/01/instigating-real-digital-culture-change-in-your-workplace-1.jpg A recent Harvard Business Review article noted that “understanding how any particular technology contributes to transformational opportunity, adapting that technology to the specific needs of the business, and integrating it with existing systems is extremely complex.” It continued by suggesting that implementation will only succeed with the assistance of experts who have “technological depth and breadth, and the ability to work hand-in-hand with the business.” In essence, the author is arguing that the how of implementation is just as critical as the what. Not many organisations have the required in-house expertise to integrate complex digital tools effectively. As such, when an organisation implements a new technology like a Chatbot, it should work with a partner that understands their needs, how to adapt the technology to their specific operational context, and the best way to maximise the technology’s value. When it comes to real digital culture change, specialist technological expertise, experience, and industry insight are essential. Empowering employees via automation Automation technologies are often perceived as working against employees and positioned as a threat. Half of all UK employees believe automation, robotic or AI technologies will assume their role within the next decade (Reed). Real digital culture change means changing the narrative and promoting the idea that automation can empower and benefit employees. This is not always easy. But, with a concerted effort, it is possible. Initiating open and frank discussions with employees about technological change is a great way to start. It demonstrates that your organisation is not hiding from the issue and makes space for a dialogue that assuages employee concerns and can help shape your transformation strategy. A show-don’t-tell approach also has a positive impact. Strategically introducing automation technologies allows you to show employees how such tools benefit them. For instance, implementing internal Chatbots to assist agents in finding information highlights how technology can assist and aid them in performing their role. Digital change is much about people as technologyIn most instances, people’s mindsets and entrenched organisational practices are the biggest obstacles to real change. We are so accustomed to thinking and behaving in a certain way that it makes it difficult to conceive alternatives. It also makes it much harder to receive those alternatives with open arms when they become reality. In this sense, real digital change is about overcoming resistance and preparing people for digital development. This is where the digital skills gap becomes a key factor.https://www.inform-comms.com/wp-content/uploads/2023/01/instigating-real-digital-culture-change-in-your-workplace-2.jpgTechnology will make some roles redundant. But it will also create jobs. So, for many employees, the concern is not too few future work opportunities but an inability to access those opportunities because of a lack of digital skills. Companies interested in real digital change can reassure employees and foster positive sentiment towards new technologies by providing training and bridging the skills gap. Investing in employee training and skills progression positively impacts job satisfaction and prepares your team for the coming changes.An emphasis on communication and collaboration While customer-facing self-serve tools and advanced AI applications get all the attention and generate the most excitement, a wide range of other technologies are just as important to digital transformation. Remote working and an increasingly globalised marketplace have ensured communication and collaboration technologies are central to achieving real digital culture change. Crucially, they facilitate digital transformation while also playing a key role in the digitally transformed workplace. Organisations need to examine and analyse their communication and collaboration tech stack to ensure they provide the necessary support and enable employees to work together effectively. At the same time, you need to break down siloed teams and data sources, guarantee easy access to data and remove other roadblocks to effective communication. Recognising Digital Culture is ever-evolvingFinally, instigating real digital culture change involves recognising that digital transformation is an ever-evolving project. Every company’s transformation will be unique and involve distinct processes, timeframes and objectives. It is not something you plan, work towards, and complete. The goalposts are always shifting. And you will constantly need to analyse, adapt and reset your goals along the way.https://www.inform-comms.com/wp-content/uploads/2023/01/instigating-real-digital-culture-change-in-your-workplace-3.jpgInnovation is embedded in digital culture. Digital technologies emerge and evolve rapidly. So do the organisations that deploy them and the environments in which they operate. Successful change requires a hands-on, positive approach. Organisations must recognise this if they are to move beyond superficial advances and embrace real digital culture change. What Next? Inform’s self-serve and channel shift technology is built on our extensive experience of the customer service environment. Operating in the sector for more than ten years, we have worked side-by-side with organisations that have undergone radical transformations. It has provided us with valuable insight into what successful change looks like. We channel that insight into every one of our products. But it also shapes the way we work with clients to implement our products, tailoring them to their specific needs and maximising their value. We understand that our solutions are a part of the wider digital culture changes taking place within organisations and work to help our clients understand the technologies’ roles in that transformation. Our expert team have been providing customer self-service solutions for over 30 years. Call us on 01344 595800 or drop us a line to find out more.