Insights
From resistance to readiness, the human side of digital transformation
Why lasting change starts with people, not technology.
The future of work isn’t just arriving—it’s picking up speed.
According to Microsoft’s latest Work Trend Index, 2025 will bring a shift toward so-called Frontier Firms: organisations that put AI at the centre of how they operate and compete. These businesses aren’t just adopting tools, they’re rethinking how work gets done and how value is created.
But here’s the catch: even the best technology won’t deliver real outcomes unless it works for the people using it.
Real transformation starts with people
Tools don’t drive change, people do. The success of any digital program depends on how well technology aligns with how people think, work, and adapt. When systems are designed to support real behaviour change, they don’t just streamline processes. They create new, more sustainable ways of working.
The real challenge isn’t scaling technology. It’s helping it make sense to the people on the ground.
More than a systems upgrade, it's a people journey
Digital transformation isn’t just about platforms or processes. It’s a mindset shift. A behaviour shift. A cultural shift.
And with any shift comes resistance. Not because people are opposed to change, but because they’re used to working in ways that feel familiar and dependable.
Here's what we've learned from helping businesses navigate this challenge.
Why habits are hard to change
As Psychology Today puts it, habits are “automatic behaviours that you do without thinking.” They help us work efficiently, but they also make change harder. When you ask someone to adopt a new process, you’re not just offering a new tool. You’re asking them to pause, rethink, and relearn. That takes effort and often, some emotional energy too.
What resistance is really about
Underneath the resistance, there’s usually something deeper: fear. Not irrational fear, but real concern. People want to feel confident in their work. They want to stay relevant. They want to belong.
We’ve seen it many times. Resistance doesn’t always show up in dramatic ways. Sometimes it’s quieter—missed meetings, slow adoption, or scepticism about “yet another new system.” These are signals, not red flags. And when we listen to them, we can respond with empathy and move people forward.
That shift from resistance to readiness is where real change begins.
(See also: Steps to Creating Readiness in an ERP Change Program – a practical look at what this takes in large-scale programs.)
The role of communication: From 'why change' to 'how' and 'what'
At the heart of every successful transformation is a powerful story—one that starts with why.
Entrepreneurs, founders, CEOs and Directors often feel the urgency of change, sometimes as a matter of survival. But knowing change is necessary isn’t the same as knowing how to bring people along. That’s where communication becomes a force multiplier.
When people understand the why, they’re more likely to embrace the how and act on the what. Clear, consistent communication not only builds trust, it sets the foundation for alignment and engagement across the organisation.
According to Harvard Business School, effective communication during change includes articulating a clear vision, tailoring messages to different audiences, and reinforcing progress through transparent updates. Leaders must not just inform—they must inspire, listen, and co-create the path forward.
Whether you’re at the beginning of your change journey or recalibrating midstream, investing in communication can turn uncertainty into clarity and passive observers into active participants.
Designing for real motivation
People don’t change because they’re told to. They change when something clicks—when the new way of working feels clear, useful, and worth it.
That’s why we bring together behavioural science and smart design to:
Uncover the real reward. Is it about saving time, reducing stress, or building skills? When people see what’s in it for them, they engage.
Make it easy to start. Clear steps and low-friction tools reduce the mental load.
Celebrate small wins. Momentum builds when early wins are seen and shared.
This is how Australian organisations move from adoption to real integration—and why the most successful ones treat digital transformation as a people-first journey, not just a tech project.
Change campions make the difference
Top-down change only goes so far. The real shift happens when teams start to lead from within.
That’s why we help clients identify and support change champions—people across the business who:
Lead by example
Connect the big picture to day-to-day realities
Create space for learning and honest conversations
Share wins and build momentum
When people see their peers stepping into the change, it feels less like something happening to them and more like something they’re part of.
Technology should work for people—not the other way around
Whether you’re laying the foundations for AI, modernising legacy platforms, or aiming to become a true Frontier Firm, success starts with people.
At PKF Digital, we design transformation journeys that are clear, human, and achievable, powered by deep business insight and digital expertise. Because when change is rooted in how people really work and aligned with where the business needs to go, it doesn’t just stick—it elevates everyone.
Ready to shift from resistance to readiness?
Let’s talk about how we can support your team to build trust, capability, and momentum—from the inside out.
21 July 2025
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