What I learned from my mom and my nephew about digital transformation

Last week Tuesday and Wednesday I spent my evenings watching and enjoying sessions during the recent Microsoft Ignite event. As usual, a true blast – and the many exciting news and updates – inspiring and motivating. Yet, on the other hand – seeing the ever-increasing speed of how technology is evolving, can be intimidating at times. Keeping up with new applications, enhancements, new features and functionalities is not easy. And I am saying this as a person, who’s job it is to BE up to date, to BE informed, to BE the one informing others and showing the next steps to take.

The next steps regarding digital transformation. Digital transformation – two small words that tend to obfuscate the time, effort, energy, and commitment it takes, to make that happen. I sit here writing these lines, thinking of the various definitions of what digital transformation means. The one resonating with me the most is this one:

 “Digital transformation is the integration of digital technology into ALL areas of a business. The goal of digital transformation is to change how organizations operate and deliver value to customers.”

During of the Ignite sessions, one of the moderators said “People are at the heart of everything we do“ (yes, that was a person from Microsoft). And speaking with people from different companies and industries – it essentially all comes down to that: PEOPLE. Regardless the process, regardless the technology, regardless the business objectives, regardless the financial targets.

Now let me step into my private life, where I had a while two vivid experiences regarding digital transformation...

My nephew and one of his friends (they live in Germany) visited my wife and I in Belgium. One morning he came to me, asking if I know how to fix a smart phone. I asked what the issue was – I sure have no other skills then pressing all buttons very hard and shaking it. The problem was that the phone would not start anymore – even when connected to power. Asking what he wanted to do, it turned out he just needed to send a text in Facebook Messenger. I said “Just sit on my PC, login with your credentials to Facebook and you are good to go...” “No – I need Facebook Messenger – not the internet...” What followed was me explaining things.

And just a few days later (his phone got fixed by then) – he asked me to help him order a few things from an online shop (he does not have a credit card yet). I said: “No problem – just send me the links to the things you want – I’ll check and order it for you.” About one hour later I got about 50 WhatsApp messages with mobile phone screenshots. What a delight to go through those. I asked him “Why didn’t you send me the links as I asked – it’s much easier...” “But I sent you links!” “I meant actual LINKS from a browser or sharing via the function in the app – preferably via email.” “Email? Who does emails – that is sooo 90’s.” *sigh*

My nephew is 17 years old – a really smart boy, good grades in science – and yes, he has computer classes at school. But it became clear to me, that born into- and growing up with technology is not a guarantee of knowing your way around it. Basics and foundations are essential and terribly missed if not existing.

Now the other experience I had was with my mom. She’s 75 years old, held a leadership position in a large German insurance company for many years. She manages her own laptop: does updates, uses the whole Office suite, pays attention to malicious emails, and has some Outlook rules created herself, shops online... A few weeks ago, when she visited, her phone broke down. 

When I say phone – think back to the times when you held a brick in your hand with a grey LCD display. Her phone was at least 17 years old (according to my research). For a while already I suggested to get a new (smart) phone – she decisively refused. Now was my chance – I got her a new not too expensive smart phone. I took a few hours to set everything up for her – after switching her SIM card to the new phone, I surprised her.

Of course, she was happy! Now the hard part began – taking my mom through the transformation process. Oh yes, it was a process. But she did great – catching up quickly, while I was sitting next to her. When I went to the other room to give her a test call via Skype – she came in and said “Sorry – I forgot how to unlock the screen...” That and many more situations came up, where I realized, that this is true change, digital transformation. And it happened not at work. Few days later, she sat next to me and said “Son, I’m afraid. And I think I’m too stupid to understand this – I’m sure I’ll break it when I’m back home and you are not around to help...”

 Long story short – my wife and I spent every day for 5 days about one hour to teach, coach, and guide her to use the phone. “Don’t press so hard on the screen... No – you need to swipe... Just touch the app to open it... No, you did not delete the app – it’s one another screen... Yes, your pictures are uploaded in the cloud – automatically... Yes, your friends can call you and text you still as usual...”

Now my mom proudly shares YouTube videos via WhatsApp, calls via Skype, does her banking on the go, curates her shopping list, and books tickets for bus and events via apps. I am really proud of her. When we called (video call, of course!) a few days ago, at one moment she said to me “Son, I wish we had this technology when I was still working – do you have any idea what we could have done with this...?” And there she was again – business focused, thinking of opportunities, where and how this could be of use for customers...

So, what is the lesson I took away from these experiences? 

First – I must not (ever!) assume that only because I have a young(er) person in front of me, that this person knows the ins & outs of devices and applications he/she is using. And even if that is the case – it is very likely that context (read: experience!) is missing to benefit from its potential and see the bigger picture.

Second – just “dropping” technology and applications on an older generation (let’s say 40+) is unlikely having the impact we want or expect, unless – we give time, dedication, patience, and empathy along the way to help them “transition into digital”. Sure, we have millions of people with a high technical affinity – fearlessly diving into anything new. But on the other side, we have billions who are not like that, not at all.

Let’s translate that into our workplaces – our day-to-day jobs.

Being exposed to technology and working very differently than 18 months ago, that’s a given. But let us (us being technical thought leaders, being rather curious and excited about technology) not forget, that our role is to HELP OTHERS to see the good and the benefit new technologies can bring. Help them over their fear, guide them through their hesitation, support through moments of frustration – energize people and make them enthusiastic of what they can do now. In business terms – we call it “increase of productivity”. But again – let’s not forget – people are at the heart of everything we do. And that is true – not only for Microsoft.

 Over the years I learned and understood, that change (read: transformation) means to take the people along. Every one of them. In private as much as at work. For people in leadership positions, it is important to be empathic, but also to open up and engage their peers and their direct reports and their bosses. Hiding behind well established processes and technologies (read: NOT USING the new ones) is not working. Read again: it is not working!

Leading to me means, to be open and willing to navigate through uncertainty – admitting current discomfort and even vulnerability (and by that, owning it). Planning actions on how to bridge gaps – for myself, but especially for the people I am leading and supporting.  

A favorite part of my job is the problem-solving aspect. And if the “problem” lies in adapting to new technologies, applications, processes – well then, I have a job as leader, as colleague, as friend, as family member to do what I can to make sure no one gets left behind. Taking away the fear of looking stupid. Seeing the speed of technology evolving – it can be challenging, daunting even. But it’s not going away. The longer we wait to start our own & personal transformation, the harder it will get.

Digital transformation is massive – depending on the size of the company and maturity – it may seem a task that can not be done. But to quote another speaker from Microsoft Ignite: “Progress beats perfection. Just start somewhere!” Let’s keep in mind the chasm between young & old. The ones that don’t hesitate touching and trying and experimenting, but lacking context and experience. And the ones who’s experience and knowledge is second to none – often afraid to use (trust!) technology.

As tech savvy people, we must keep things engaging – not using tech slang, not taking silence as sign of understanding. All we have to do is being empathic and keeping things human. Sure, as drivers of change and transformation we should know a thing or two about the technologies we are using. But it is our foremost responsibility to create an environment where we allow merging & including as much as experimenting & learning.

 I can hear you say “But there are people, who just WON’T do it...”

So, what to do in situations, where we have to engage with people that flat-out deny and refuse to change, to adapt, to try, to move forward?

In private, we sure can accept and adapt – I certainly won’t ask my 94-year-old grandmother to text me in WhatsApp or to send me an email. But at work, that is different. What do you do with colleagues, that will insist on using emails instead of participating in a Microsoft Teams conversation? And what about colleagues keeping on working on their own desktop, instead of collaborating on SharePoint or engaging on Yammer? You probably can think of many more examples.

Well, that also requires the patience, support, and guidance from (technical thought) leaders. But in addition to that – a strong leadership from the very top is imperative. If you want to transform to digital, you need the very top to be the example, walk the talk. Not only by promoting the new way of working and advocating for solutions, but by actively walking the new path, using new applications. And of course – top leadership needs to give the mandate, the empowerment, and the means to the ones supposed to drive the transformation.

Transforming to digital in a company means to navigate in stormy waters. All people managers and leaders (regardless rank and title) are to become captains in their own rights to face technology challenges paired with the resistance of (some) end-users.

In my experience, truly smart communication (campaigns) and the extensive planning & preparing of transitions goes a long way. And no – the time is neither wasted nor saved, by NOT communicating. It’s just spent later – taking longer, becoming more expensive (#HiddenFactory). Every company is different, every person is different – responding differently to change. But the objective “to adapt” is the same across the board. The difference is the HOW, that is what we need to figure out to keep “people at the heart of everything we do”.

 Amongst a few others, Capgemini put it nicely by calling it BT (Business Technology) instead of IT, like we all did/do for decades. Everyone of us, is part of “business” – and it sure helps using “business technology” instead of an IT application. Same thing, different feeling. I believe that digital transformation is not a matter of tech companies like Microsoft, Google, Amazon, Facebook... It is not the sole responsibility of IT departments. It is all of us in every department, regardless our ages, roles, titles.

On the other side, it is often tech companies who can do more and better. Have you ever seen a remote control for a TV or receiver or another device, making you think that it’s the cockpit of an Airbus 380? Complexity does not have to be complicated – or to put it in the words of one of my managers “Good design is invisible.” I for myself want to be intrigued to touch things, feel invited to play with new features, be challenged to test limits – not fearing of crashing it or setting my device into a state that makes it unusable. 

Aside from the look & feel of technologies – it’s the way we introduce it to people, regardless their age and experience. That’s the difference between deploying a new application, process, or organizational structure and actually implementing it. Don’t get me wrong – I do not mean to downplay the effort and challenges arising before and during change & transformation endeavors. Not the least. It is a challenge. But I want us to keep in mind that people (our employees and our customers) are the reason for change, giving purpose to transformation.

It’s a HUMAN responsibility – of all of us – to digitally transform our society. If you are a tech savvy person – think about where and how and when you can reach more people, with better outcomes. And if you are a person, who is hesitant, afraid, or overwhelmed – challenge your leaders. Dare to dare! That is not only your right, but also your responsibility. Asking for help, support, explanation, demonstration, training is helping your leaders and line managers to make sure you remain included and keep adding to the overall success.

I am grateful to be the guide for my mom and the mentor for my nephew, supporter and leader for my colleagues and our customers. And hardly a day goes by, where I don’t ask others for explanation, demonstration, support. I look with excitement to what the digital world will provide us with – in work and private.

Below a picture of our dog - attending MS Ignite and getting inspired by the news presented. Obviously sad because no dog-friendly apps and solutions are presented (yet?)... Like an app to order treats. It's all about "being more digital", right...?

A big shoutout and THANK YOU to Leila Gharani, Lisa Crosbie, April Dunnam, Kevin Stratvert, Adam Marczak, Susanth Sutheesh, John Savill (and many more). People who openly (e.g. via YouTube) share their knowledge, show their skills, give access to their experiences – helping thousands (probably millions) to catch up and advance. I've learned a lot.