Transformation is tough. It’s messy, complex, and filled with uncertainty. So how do leaders drive meaningful change while managing risk and avoiding burnout? Last week, Frazer Tremble Group brought together transformation leaders for a thought-provoking Transformation Table discussion to tackle these challenges head-on.
We were lucky to have two incredible guest speakers, Supriya Arora and Manjula Shaw, who shared their expertise on leading transformation in an era of uncertainty and complexity. The conversation was raw, insightful, and packed with practical takeaways for leaders navigating change.
Key Insights from the Discussion
Our conversation uncovered some important themes that are shaping the future of transformation.
1. Breaking Transformation into Manageable Phases
Big changes can feel overwhelming, leading to resistance and fatigue. Leaders should:
- Break transformation into clear, manageable phases and steps.
- Communicate project milestones effectively to employees.
- Help teams visualise progress and understand the end goal.
- Celebrate small wins to keep momentum going.
2. Transformation Needs to Be Done With Employees, Not To Them
A key takeaway was the importance of involving employees in the process:
- Engage employees at all levels so they feel ownership.
- Involve operations teams early to avoid confusion and resistance.
- Make change a collaborative effort, not something imposed from the top down.
- Listen and stay flexible as new challenges arise.
3. Measuring Success Beyond KPIs
Success goes beyond hitting numbers. It becomes part of the way the organisation operates:
- Use a dashboard to track financial, customer, and employee impact.
- Make sure executives are accountable for key outcomes.
- Real success is evident when teams stop calling it “transformation” and just say “this is how we do things now.”
- Culture shifts when new employees pick up the language, process, and ways of working naturally.
4. The Rise of AI in Transformation – Are We Ready?
AI is changing how businesses transform, but there are challenges:
- Do your leaders and teams have the right skills and framework to manage AI responsibly?
- Ethical AI use must be a priority to avoid unintended bias and impact to job duties.
- AI should support and enhance human work, not completely replace it.
5. Balancing Customer Experience and Financial Outcomes
One of the biggest challenges is balancing great customer experience with financial sustainability:
- Can both be achieved at the same time? In many cases, yes.
- Amazon’s customer-first approach has driven long-term growth.
- Automating back-office systems can improve efficiency without affecting service.
- In industries like healthcare, financial pressures sometimes force tough trade-offs.
Challenges and Unintended Consequences of Transformation
Transformation can have unexpected impacts, such as:
- Retail: Self-service checkouts improved efficiency but reduced human interaction.
- Healthcare: AI adoption risks affecting doctors’ fundamental training.
- Banking: Digital transformation led to branch closures, impacting customers who prefer face-to-face service.
- Supply Chain: New technology was resisted by unions, blocking implementation.
- Employee Morale: Fear of job losses due to automation can lead to disengagement.
Talent Capability and Skills for the Future
These new skills are becoming essential for transformation success:
- AI Capabilities & Ethics: Leaders need to understand AI’s potential and limitations.
- Storytelling & Communication: Translating technical details into business impact is key.
- Data Science & Business Acumen: Bridging the gap between data insights and strategic decision-making.
- Change Management & Stakeholder Engagement: Making sure changes stick in the organisation.
- Decision-Making Around AI: Knowing when to automate versus when to enhance human roles.
To build transformation-ready teams, leaders should:
- Encourage unlearning old habits, not just learning new skills.
- Empower teams to question the status quo and explore new ideas.
- Prioritise adaptability and a growth mindset when hiring.
- Invest in upskilling internal talent for AI-related roles.
Overcoming Common Transformation Roadblocks
Transformation efforts often stall due to:
- Lack of alignment at the executive and board level.
- Trying to change too much at once without enough resources.
- Failing to recognise the existing organisational culture.
- Overlooking the human impact of transformation.
- No clear reason for making changes in the first place.
Governance for Sustainable Transformation
For transformation to be sustainable, governance needs to be:
- Efficient: Avoid excessive approval layers that slow things down.
- Flexible: Provide guidance while allowing teams to adapt as needed.
- Representative: Have change agents across business units to keep things on track.
- Decentralised: Empower teams to make decisions where possible.
Key Advice for Transformation Leaders
To lead transformation successfully, leaders should:
- Be crystal clear on why the transformation is happening.
- Flag risks and challenges early, rather than waiting for major roadblocks.
- Present solutions, not just problems, when escalating issues.
- Make sure executive sponsors understand their role and responsibilities.
- Use prioritisation frameworks to balance customer experience, cost, and risk.
- Be open about challenges and hold leaders accountable for making timely decisions.
Final Thoughts
The Transformation Table event reinforced that every transformation journey is unique. AI, governance, and change management all play key roles, but people remain at the centre of it all. By fostering adaptability, engagement, and continuous learning, businesses can navigate uncertainty and drive long-term impact.
We’re excited to keep these conversations going and help organisations lead transformation with confidence. If you’d like to learn more about how Frazer Tremble Group can support your transformation journey, get in touch with our team today.
