Change management in the age of digital transformation


Technology is transforming the way we work.

Automation drives efficiencies, innovation enhances our processes and many tech-related functions will continue to boom over the next decade.

Knowing how to effectively embrace and manage this digital transformation is necessary for modern business leaders and the ongoing success of businesses. Due to the nature of our work and what we do, no one understands this like we do.

At NEXA, we work with our customers to implement software solutions that revolutionise the way an organisation manages service delivery, customer flow and experience. While this is always a beneficial outcome towards effective digital transformation, it’s still change – and people are creatures of habit (as they say).

Staff can resist change, even though rollouts like ours are there to help them, the organisation and their customers.

So, to help, here are a few tips and tricks we’ve compiled that we suggest when we undertake the digital transformation process with our customers.

The 5 stages of business change

Growth and shifts in business do not happen in isolation.

Even if only one team is directly impacted, reverberations will be felt throughout an entire business. Take the most common example of digital transformation. Even though the implementation of new software and tech starts typically with, say, the IT team, it affects everyone.

Although making your business more digitally savvy seems like a tech-only issue, business leaders are also expected to manage the human side of the equation, such as leading by example and helping the teams embrace new ways of working.

That’s why it’s so important to prepare your staff to go through the following phases of business change:

  1. Interested in change

When a company is interested in change, staff tend to fall into two camps: 1) eagerly pursuing change or 2) “we’ve always done it this way”.

Make sure there are plans in place to engage with both sides to encourage them to see the benefits and explain what the rollout will look like.

  1. Hungry for change

Hungry for change is when most people have started to accept its eventuality, but the organisation is being slow on the uptake, leaving everyone in limbo.

This phase is especially applicable to large corporates who don’t have the capability to be agile. It can be a frustrating time where the appetite for digital transformation is there, but the business is not yet ready or is being met with red tape in the approvals process.

  1. Ready for change

At this point, the company and staff will have accepted that change is a business imperative. Lay strong foundations for the change by researching the technology that will meet your needs, then seeking feedback from staff. The more buy-in here, the better.

  1. Transitioning

The implementation process can be turbulent and people will feel displaced. Expect doubt to creep in at this stage, so work on keeping the confidence up.

When you’re moving away from traditional work practices and into new ones, leaders need to be able to manage expectations and remind people why the changes are being made. Helping staff understand the reasoning and outcome for the change can go a long way. Ensure that people are adequately trained, empowering them to make best use of the technology you’re introducing.

  1. Embedding and evaluating

Once you’ve navigated your way through the first four phases, take the time to seek feedback on the entire process.

Is the system working the way you anticipated it? Are staff and customers happy using the technology day-to-day? At this point, you need to make the technology part of “business as usual” or evaluate and seek out other options if needs are not being met. Feedback on the process – whether positive or negative – will assist with any future changes that need to be implemented.

Throughout the various phases of change, remember to emphasise the benefits of the technology and the reason behind it. Explain to staff that it will be an improvement, resulting in better work practices - even though there may be hiccups along the way.

With the right leadership and a strong vision for what the business needs, change will be easier to weather. Properly managing the change that results from digital transformation will also make your teams and your business stronger.

Are you thinking about implementing business-changing technology?

At NEXA, we empower you with digital technology.

NEXA is an Australian company that delivers innovative solutions to streamline the customer journey.

We collaborate with many industries to offer more tailored software options that empower our clients to take full advantage of digital technology to deliver excellent service and thrive in the evolving landscape of today.

From licence renewal, to choosing health insurance, registering for university or seeing a doctor, our solutions are used every day all over Australia and beyond. We improve the customer experience with real data.

Talk to us today to find out how we can help you transform your customer interactions for the better.


Every day, everywhere in Australia and beyond, NEXA is helping to make more than 100,000+ customer interactions matter. Talk to us today.