The changes involved when a financial institution ‘goes digital’ touches all levels of the business and may even challenge the established business model or institutional identity. The successful implementation of a digital channel thus requires a sound change management plan. In fact, many digital projects that failed or struggled have done so because they did not address the change factors related to digitizing different areas of the organization. This Field Note focuses on the ‘soft’ or interpersonal aspects of digital transformation in the financial sector.
