Technology as an Enabler, Not the Driver
Technology is often seen as the hero in change initiatives. But as Casey Zaitz and Ashok Aggarwal explain in this episode of Human-Coded, technology on its own rarely drives success. It’s the people, the processes, and the culture around that technology that determine whether it thrives or fails.
Successful transformation happens when tech is aligned with a broader strategy for adoption, training, communication, and ongoing support. Technology is the enabler—not the driver—of change.
Lessons from the Field: Real-World Change Failures and Fixes
Casey shares insight from mergers and acquisitions work, where companies must quickly adapt to new platforms, processes, and structures. Success didn’t come from flawless IT integration—it came from supporting people through abrupt organizational change.
Ashok outlines a case where a failed Salesforce implementation was turned around—not by changing the tool, but by shifting the approach to people. When M&S stepped in, the tech stayed the same, but the outcome was completely different because adoption was prioritized.
In both examples, it was never the software that was the issue—it was how the change was managed.
The Challenge of AI Adoption
Generative AI is one of the most powerful technologies available today. It’s easy to use, useful, and intuitive. Yet most organizations haven’t adopted it at scale. Why? Because change management hasn’t caught up.
Tools like Braided AI exist to solve that very issue: helping teams deploy and adopt generative AI across the org, safely and securely. The gap isn’t capability—it’s communication, training, and leadership alignment.
Cross-Department Communication is Critical
Rolling out a technology change isn’t just about configuring software. It’s about:
- Explaining the why and how to every affected user
- Helping people understand how their work impacts others
- Establishing a shared vision for how the technology will help
- Identifying pain points across departments before go-live
Communication breakdowns lead to slow adoption, rework, and resistance. Cross-functional alignment is the antidote.
Strategic Over Tactical: Focus on What Matters
Just because a tool is powerful doesn’t mean it’s the right tool for the moment. Casey notes that sometimes a spreadsheet is still the best option. Real transformation is not about flash—it’s about utility.
Before choosing a tech stack, M&S helps clients ask:
- Will this help people do their jobs better?
- Can we support and sustain its usage over time?
- How will this impact upstream and downstream processes?
- What training, communication, and cultural shifts are required?
When the answers are clear, the technology succeeds. When they’re not, the initiative falters—no matter how advanced the tool.
Adoption Over Installation
Ashok summarizes it well: the hardest part of technology change isn’t the implementation. It’s changing how thousands of people think, work, and adapt.
If a solution is delivered but not used, it isn’t a solution. If it’s used poorly or inconsistently, it creates more friction than progress.
At M&S, that’s why every technology change initiative includes:
- Stakeholder alignment at every level
- Tailored communication strategies
- Empathetic rollout planning
- Post-launch support and iteration
Connect with M&S Consulting
At M&S Consulting, we help organizations navigate digital transformation with clarity and confidence. Contact us to explore how we can support your journey.confidence. Contact us to explore how we can support your journey.