Here’s a hard truth most leaders learn the hard way: it’s not the technology that holds your transformation back. It’s the people.
You can invest in the best tools on the market. You can build a seamless integration, automate every process, and design the perfect user interface. But if your team isn’t ready to change how they work, that “perfect” solution won’t go anywhere.
At M&S, we’ve been digging into the three pillars of successful change management: people, organizational alignment, and technology. Today, I want to share why technology, while important, is usually the easiest part. The real work happens behind the scenes, in the hearts and minds of your team.
Technology Doesn’t Drive Change. People Do.
Technology is a powerful enabler. It can create new possibilities and streamline how we work. But by itself, it doesn’t create lasting change. If the people using it aren’t supported, prepared, and bought in, even the smartest solution will fall flat.
That’s why we focus so heavily on what we call the “human operating system.” It’s not just about getting the software to work. It’s about helping people understand why change is happening, how it benefits them, and what success looks like on the other side.
Lessons from Real-World Chaos
One of the clearest examples of this came during our work with Atlas Copco, which was acquiring companies at a rapid pace. Our job was to help these new teams integrate into their IT systems and SAP platform.
From a technical standpoint, we had a plan. But these teams were coming from very different cultures, with their own ways of working. Everything changed for them overnight. That kind of shift can’t be solved with a checklist or a training video. It requires conversations, empathy, and a playbook that respects the past while building for the future.
We helped create that playbook, and the difference was immediate. Adoption went up. Friction went down. The systems worked because the people were supported.
Why Generative AI Still Isn’t Taking Off
Ashoke, one of our co-founders, raised another great example: generative AI. ChatGPT has been available for a while now. It’s easy to use. It’s useful. It’s everywhere. And yet, most companies haven’t adopted it in any meaningful way.
It’s not a tech problem. It’s a people problem.
That’s exactly why we built BraidedAI. It helps organizations roll out AI in a way that people actually use and understand. It doesn’t just check the innovation box. It supports real, sustainable adoption across teams.
Culture Eats Code for Breakfast
Over the years, I’ve seen the same pattern repeat itself. Teams bring us in because they think they need help with tools. What they actually need is clarity, alignment, and leadership that doesn’t disappear once the project kicks off.
The hardest part of any implementation isn’t the code. It’s helping people change how they work, communicate, and solve problems together. And that takes more than technical skills. It takes patience, trust, and a plan that puts people first.
The Secret? Over-Communicate and Lead with Vision
Whenever we manage a major rollout—Salesforce, CPQ, integrated billing systems—we obsess over communication. Not because it’s nice to have, but because it’s essential. We build countdowns. We preview features. We walk through real-world scenarios so people can see the benefit for themselves.
And we don’t just rely on project teams to carry the message. We work with leadership to set the tone from the top. When people hear directly from leaders who believe in the change and commit to supporting them through it, the response is completely different.
You Can’t Force Adoption. But You Can Build It.
Quinn, our host, made a great point during our conversation. When asked how they’d feel about changing tools midstream, their gut reaction was exactly what most people feel. “Why are we doing this? Is this going to make my life harder?” That’s not resistance. That’s being human.
Good change management doesn’t ignore those questions. It anticipates them. It answers them with empathy and honesty. It puts people in a position to succeed, not just comply.
Focus on the People. The Tech Will Follow.
Steve Jobs said it best:
“Technology is nothing. What’s important is that you have faith in people, and if you give them tools, they’ll do wonderful things with them.”
That’s the philosophy we live by. We don’t implement tech for tech’s sake. We focus on solving the real problem—the one that’s slowing your people down, making their jobs harder, and keeping your organization stuck.
Because once your team believes in the change, they’ll not only use the tools. They’ll thrive with them.
If you’re facing a transformation and want to make sure it sticks, let’s talk. We’re here to help you get the people part right. Everything else gets easier from there.
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Author: Casey Zaitz, Lead of PMaaS & Organizational Transformation at M&S Consulting