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Organizational Change Management: How Digital Adoption Plays a Pivotal Role

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Change is inevitable in organizational growth and adaptation in today’s ever-evolving business landscape. As companies strive to stay competitive and embrace digital transformation, implementing effective change management initiatives becomes crucial. 

Implementing a successful organizational change strategy takes time, insights, data, communication, and planning. Change management is tightly weaved into digital transformation initiatives and clearly, tech took the forefront for company goals over the last few years during the pandemic. With technology’s annual exponential growth, enterprise SaaS spend on the rise, and new remote workforces, a digital change management strategy becomes key in reducing cost, downtime, and software resistance. 

According to SaaStr, today’s world of CI/CD releases sometimes requires weekly code updates to production – sometimes even daily. During major releases, you should expect 3-4 updates annually.  

“Gartner’s Worldwide Public Cloud Services End-User Spending Forecast shows steady growth in end-user spending on SaaS. Global spending on SaaS reached $146 billion in 2021, and they expect it to reach $195 billion in 2023.” – Vendr 

To successfully navigate digital transformation (including after rollouts), change management strategies and initiatives come into play more frequently than other change initiatives. 

Change management initiatives involve strategic planning, communication, and training to support employees through organizational transitions: mergers, acquisitions, onboarding, off-boarding, digital transformations, business processes transformations, and software rollouts or updates.  

Most organizational change management initiatives remind us of the story about the frog in a well. A Chinese idiom or proverb means a vacuum approach or views limited by one’s experiences. This siloed approach is further worsened and apparent when departments have different goals and initiatives. Each department views itself as the top organization in its respective field and is not open to change. This causes concern for any organization as a strategy should be unifying, holistic, and achieved together – not siloed decision-making with battles for priority positioning. Traditional change management initiatives are outdated.

According to a  Forbes study – 70% of change efforts fail outright – often due to employee resistance to change. 

What are change management initiatives?

Change management initiatives use a defined process and set of tools to guide the people aspect – or behavior – of the change to a definitive outcome. Finally, change management focuses on helping employees engage, adopt, and implement changes to better their work environment, job role, or processes to gain insight, visibility, productivity, or a competitive advantage. 


Businesses that prioritize cultural transformation are 5X more likely to achieve breakthrough performance than those that do not. This shows that sharing clear dialogue, vision, feedback loops, and goals with your teams to change mindsets and embrace digital adoption proves successful in overall change management initiatives. A part of that is helping employees with digital adoption through in-app guidance for more positive user experience, continuous training communication, and direct associations with how a digital transformation can improve their daily tasks. 

Digital Change Management Initiative Takeaways

Understanding Change Management Initiatives

change management initiatives

Change management initiatives refer to the structured approach to managing organizational transitions. These initiatives are designed to help employees embrace and adapt to processes, technologies, or organizational structure changes. Change management strategies focus on effectively communicating the need for change, engaging employees, and providing the necessary support and resources to facilitate a smooth transition. 

5 ways to lead a successful change management initiative

1. Make your audience the hero of the story

Most leaders and stakeholders sell the organization’s vision to ensure people are on board with them. But this has become outdated. People nowadays want to know, “What’s in it for me?” Successful change management initiatives help people see how they can use the change to their advantage, change their way of working, and how to leverage it in their everyday roles and career growth. Show them their path to success through personalized messaging and storytelling. 

2. Build YOUR Team:

Isn’t it lonely doing everything by yourself? Bring in people who have the power to influence the organization from the inside. The ideal people to enlist are those who have a genuine interest in the outcome. Enlist those with the skills you lack and make a greater impact on the overall business goal.

3. Look for quick gains – Don’t force it

Searching for Quick gains with high value for little work is an excellent place to start. People eventually wonder, “Why didn’t I do that?” These triumphs generate excitement and momentum. This buzz also lubricates the mechanism and reduces friction against change. 

4. Leverage on the success

Success is not a good enough reason for you to stop doing things. Broadcast your success and others’ as well. Identify those on your team who have contributed to the success, and then openly and sincerely applaud them for their accomplishments. 

5. Implement new process

Do need to be updated in this constantly evolving world. This can be done by implementing a new process and replacing it with the older one – let it be new software, a new way of doing things, or a new department. There will be resistance initially – overcome resistance to change.   

Change Management Initiative Examples:

I. Microsoft

Source: Microsoft

Microsoft is a renowned multinational technology corporation producing computer software, consumer electronics, personal computers, and related services. Microsoft’s corporate structure was causing major internal issues. But thanks to Mr. Satya Nadella for undertaking a major restructuring of this massive company.  

He put customers first policy and started giving them what they wanted instead of compelling users to use Windows. By doing this, Microsoft’s stock has skyrocketed, and its products have become far more successful.  

When he took charge initially, Nadella said, “Renewing our company’s culture would be my highest priority.”  

II. British Airways

british airway
Source: Logos-World

In early 1981, British Airways discovered that the company could have been more efficient and that many valuable resources were wasted. A prominent figure of British Airways at that time – Mr. John King, took the initiative to restructure the entire business by implementing the change management initiative.

He cut down the unprofitable routes by Airways, fired more than half of the board, and replaced the older engine with modern jets.

Down the line, his efforts bore fruits; his successor, Martin Broughton, paid tribute to King for his role in the transformation. He also said – “Lord King transformed the airline from a position of state-owned weakness to one of financial strength and global renown as a pioneer privatized carrier.” 

III. Nokia

Nokia logo
Source: Nokia

Everyone knows Nokia; they had claimed 40% of the market share in 2007 before the smartphone era took over because of the choice not to go ahead with the smartphone revolution. The company was burning cash, and operating losses were more than $2 billion in the first six months of 2012 alone.

Nokia realized it needed to take advantage of the opportunity to lead the smartphone revolution. Nokia launched the Booster Program in 2008, which assisted the corporation in matching its consumers’ ever-changing goals and new technology among competitors. They reduced the number of business divisions from nine to four and reduced development to three business units.

As a result, Nokia’s shareholder value increased by billions, and the company became a full-service infrastructure supplier. Nokia’s incredible transformation from a near-bankrupt electronics maker to a dominant technology company demonstrates how large organizations can adapt to severe disruptions by reinventing themselves.

IV. Coco – Cola

coca logo
Source: Wikipedia

New Coke could not catch on with consumers and could have succeeded. Coca-Cola quickly substituted the previous recipe in its place. In this case, the brand reacted rapidly to consumer preferences, preserving the product’s attraction.

Even World War II may be traced back to it. Coca-Cola immediately promoted itself as a symbol of the US war effort by giving away complimentary refreshments to soldiers. This helped the company’s post-war global expansion strategy.

Coca-Cola created Enviga, Diet Coke, and Coca-Cola Zero to cater to this target population in response to rising health consciousness. To suggest that the Coca-Cola Company has faced significant change management issues would be an understatement. 

The Role of Digital Adoption Platforms (DAPs) in Change Management

“Current inflationary pressures and macroeconomic conditions are having a push and pull effect on cloud spending,” said Sid Nag, Vice President Analyst at Gartner. “Cloud computing will continue to be a bastion of safety and innovation, supporting growth during uncertain times due to its agile, elastic and scalable nature.

“Yet, organizations can only spend what they have. Cloud spending could decrease if overall IT budgets shrink, given that cloud continues to be the largest chunk of IT spend and proportionate budget growth.” – Gartner 

With the changing economy, smaller teams, and added pressure to do more with less, CIOs and CTOs spend much of their time evaluating software shelfware, SaaS sprawl, and software updates and rollouts to help teams run more efficiently and cost-effectively. 

A Digital Adoption Platform (DAPs) is a software solution designed to streamline the adoption and utilization of digital tools and technologies within an organization. DAPs offer interactive guidance, step-by-step walkthroughs, and contextual support to help employees navigate new systems efficiently. Here’s how DAPs can play a pivotal role in change management initiatives: 

  • Enhanced User Experience: DAPs simplify the user experience by providing real-time guidance and support directly within the digital tool. This eliminates confusion, reduces learning curves, and increases user confidence, thus accelerating adoption. 
  • On-demand Training and Support: DAPs offer self-paced training modules and contextual support resources that employees can access whenever needed. This empowers employees to learn at their own pace, reinforcing their understanding of the change and minimizing the knowledge gap. 
  • Personalized Learning Paths: DAPs enable personalized learning paths based on individual, organizational roles and responsibilities. This targeted approach ensures employees receive the relevant training and support, increasing their engagement and adoption of the change. 
  • Performance Tracking and Analytics: DAPs provide valuable insights into user behavior, allowing organizations to track user engagement, identify bottlenecks, and make data-driven decisions. These analytics help refine the change management plan and optimize training efforts. 

Organizational Change Management with ITSM

Organizational Change Management (OCM) with IT Service Management (ITSM) focuses on managing change specifically within the realm of technology implementation. ITSM encompasses the policies, processes, and tools used to deliver, manage, and support IT services within an organization. 

change management-212

Introducing new technologies or modifying existing ones can be disruptive, and without proper change management, it can lead to employee resistance, reduced productivity, and even project failure. 

Change Management Best Practices for ITSM

Implementing change management best practices can significantly increase the chances of successful technology adoption within an organization. Here are some key strategies:

a) Clear Communication: Effective communication is crucial to gain employee buy-in and create awareness about the change. Communication should be consistent, transparent, and tailored to different stakeholder groups.

b) Stakeholder Engagement: Involving critical stakeholders throughout the change process helps to address concerns, gather feedback, and create a sense of ownership. Their active participation fosters a culture of collaboration and promotes smoother adoption.

c) Training and Support: Providing comprehensive training and ongoing support is essential for employees to understand and effectively use the new technology. This ensures a smooth transition and minimizes the resistance often associated with change.

d) Change Champions: Identifying and empowering change champions within the organization can drive adoption and foster a positive attitude towards change. These individuals can serve as their peers’ advocates, trainers, and mentors.

ITSM toolkit - 1

The Role of a Digital Adoption Platform in ITSM Change Management

A Digital Adoption Platform (DAP) is a software solution that helps organizations maximize the value of their digital investments. In ITSM change management, a DAP can play a pivotal role in facilitating the adoption of new technologies. Here’s how: 

  • Onboarding and Training: A DAP provides users with interactive and personalized on-screen guidance, simplifying the onboarding process and reducing the learning curve associated with new technology. It offers step-by-step instructions, tooltips, and contextual guidance, ensuring employees have the support to navigate the changes seamlessly. 
  • Continuous Learning: Change is not a one-time event; continuous learning is crucial to keep up with evolving technologies. A DAP can deliver targeted training modules and in-app learning content, allowing employees to access information when they need it, thus fostering a culture of continuous improvement. 
  • Performance Support: Employees often encounter roadblocks or struggle with unfamiliar tasks when implementing new technologies. A DAP can provide real-time, context-sensitive support, offering instant answers to queries and troubleshooting tips. This reduces frustration and increases productivity, enhancing the overall change management process. 

Organizational Change Management with HCM

Organizational Change Management with Human Capital Management (HCM) focuses on managing change within the workforce, including changes in organizational structure, roles and responsibilities, and talent management.  

Change management-21

Human Capital Management encompasses processes related to recruitment, performance management, employee development, and more. Effectively managing these changes is crucial for maintaining employee engagement, job satisfaction, and productivity. 

Change Management Best Practices for HCM

To successfully manage change within an organization’s human capital, it’s essential to implement change management best practices. Here are some key strategies: 

  • Leadership Alignment: Leadership plays a critical role in change management. When leaders are aligned and actively involved in the change process, they set a positive example for employees and encourage participation. Clear communication from leaders helps to build trust and minimizes resistance. 
  • Employee Involvement: Including employees in the change process by seeking their input, involving them in decision-making, and providing opportunities for feedback helps create a sense of ownership and empowers them to embrace the change. 
  • Talent Management: During periods of change, it is important to assess the skills and capabilities required for success in the new environment. This may involve retraining, upskilling, or redeploying employees to align with new roles and responsibilities. 
  • Recognize and Celebrate Success: Recognizing and celebrating milestones and successes throughout the change process boosts morale and reinforces positive behavior. It helps create a supportive environment where employees feel valued and appreciated. 

The Role of a Digital Adoption Platform in HCM Change Management

Digital Adoption Platforms (DAPs) can also be instrumental in managing change within Human Capital Management. Here’s how a DAP can help: 

  • Role Transition and Skills Development: Employees may face role transitions or new responsibilities during organizational change. A DAP can provide personalized, on-screen guidance that supports employees in adapting to their new roles. It helps them understand their tasks, workflows, and required skills, reducing the learning curve and facilitating a smooth transition. 
  • Performance Support and Feedback: A DAP offers real-time performance support, ensuring employees access the right information at the right time. It helps them overcome challenges, provides immediate feedback, and guides them toward optimal performance, ultimately increasing their job satisfaction and productivity. 
  • Employee Engagement and Wellness: Change can create employee stress and anxiety. A DAP can provide self-help resources, well-being tips, and information on support services. It fosters a supportive environment, emphasizing employee well-being and helping them navigate the change process more effectively. 

Embracing Change: Revolutionizing Organizations through Effective Change Management and Digital Adoption Platforms

Effective change management initiatives are essential for organizations to successfully navigate the complex and ever-changing business landscape. By implementing change management best practices and harnessing the power of Digital Adoption Platforms (DAPs), businesses can overcome challenges, foster employee engagement, and achieve sustainable growth. 

Organizational change management strategies lay the foundation for a smooth transition by emphasizing clear communication, stakeholder engagement, and comprehensive training programs. These strategies create a culture of openness, collaboration, and shared responsibility, ensuring employees are aligned with the organization’s vision and objectives. 

Change management best practices, such as transparent communication, stakeholder involvement, and ongoing evaluation, allow organizations to monitor the progress of change initiatives. By gathering feedback and addressing concerns on time, organizations can make necessary adjustments and optimize the change management plan, increasing the chances of successful adoption and implementation. 

Change management initiatives are not without challenges. Resistance to change, knowledge gaps, change fatigue, and inconsistent adoption can hinder the organization’s ability to achieve desired outcomes. This is where Digital Adoption Platforms (DAPs) play a pivotal role. DAPs streamline the adoption and utilization of digital tools and technologies, enhancing the user experience and providing on-demand training and support. They offer personalized learning paths, performance tracking, and analytics, empowering employees to embrace change, bridge knowledge gaps, and accelerate adoption. 

Organizations must prioritize change management initiatives to remain agile and responsive in today’s competitive business environment. Investing in change management strategies and leveraging the capabilities of Digital Adoption Platforms, businesses can drive successful transformations, achieve sustainable growth, and gain a competitive edge. 

Change management is an ongoing process, and organizations must continuously evaluate and refine their strategies to adapt to new challenges and opportunities. By combining the human touch of effective change management practices with the power of Digital Adoption Platforms, organizations can navigate the complexities of change, empower their workforce, and unlock the full potential of their digital transformations. 

Change management initiatives, when implemented effectively with the support of Digital Adoption Platforms, can revolutionize the way organizations embrace and navigate change. By embracing these initiatives and harnessing the power of technology, organizations can create a culture of adaptability, innovation, and success in today’s ever-evolving business landscape. 

Remember, change is not just a one-time event but a continuous journey. Embracing change management initiatives and leveraging Digital Adoption Platforms, organizations can set themselves up for long-term success and thrive in uncertainty and disruption

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Sandeep Chowdary

Sandeep Chowdary

Sandeep is a passionate content writer & Marketer interested in Digital Adoption, Transformation, SEO, social media, and B2B marketing. Before this cycle of reincarnation, he was a computer science engineer. When he is not working, he dives into the world of Badminton, goes on a solo ride & binge-watch Anime.

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