Posted by MeridianLink | February 4, 2025

Rethinking Digital Readiness: Empowering Your Team for Transformation

The materials available in this article are for informational purposes only and not for the purpose of providing legal advice. You should contact your own advisors with questions regarding the digital transformation content herein. The opinions expressed in this article are the opinions of the individual authors and may not reflect the opinions of MeridianLink, Inc. 

People are increasingly frustrated with outdated technology and workflows. In fact, 52% of branch managers and 49% of staff say they intend to leave their jobs within the year because of it.  

Digital transformation is a necessity, both for the retention of your accountholders and staff. But in the rush to implement new technology, many financial institutions overlook one crucial element—the people using these tools every day. It’s a common misconception that the challenge with digital adoption lies in your team’s ability to adapt. But the real roadblock might actually be the tools they’re working with. Sure, getting comfortable with change is essential—but let’s be honest: change is easier when you can see the value in where you’re heading. 

The shift to digital is more than just a technology implementation—it’s about empowering your team with tools and mindsets that help them thrive in a more efficient, customer-centric world. When your team understands how digital tools fit into their daily work, they’re not just ready to adopt them—they’re excited about what they can do for their success. 

If you can identify the barriers holding your team back and take decisive action to break through them, you’ll set the stage for true digital progression.  

Here’s a good place to start:  

Challenge assumptions. It’s about empowerment, not overhaul. 

The misconception that employees resist change simply because they’re unwilling to adapt is as outdated as the legacy tech you’re trying to replace. 1,300 bank branch employees were surveyed and 80% stated they want modern technology in their branches to reduce the time spent on non-customer-facing activities. They even indicated it would increase their job satisfaction. However, a growing number of workers still have a sense of FOBO (fear of being obsolete) because of technology, making them less enthused about incorporating digital tools into their day-to-day work. 

First, it’s important to recognize that two things can be true: your team is both capable of embracing change, and they may have real concerns or hesitations about the digital transformation ahead. The first step is to dig deeper into these feelings—whether it’s fear of obsolescence, frustration with outdated processes, or simply a lack of understanding of how new tools will fit into their work. 

One way you can help is by including them in the transformation process, not just as end-users but as valuable contributors. Solicit their expertise, gather insights into their pain points, and address any concerns upfront. By involving them in the process from the beginning, you’ll not only earn their buy-in but also empower them to see the value in the digital tools they’ll be using. 

Humanize the problem. 

The same survey mentioned above reveals that about half of branch employees said they spend more time weekly on administrative and operational tasks than on serving consumers.  

Employees—both managers and staff—are hindered by manual processes that drain time, energy, and morale. They may even be facing frustrating delays in decision-making that could be resolved with better, more automated workflows and processes. Constrained by legacy systems, your staff is bound to have difficulty managing consumer expectations in an on-demand world. But, if you take the time to show how more advanced technology can make their day-to-day work smoother and more fulfilling, they’ll understand that this transformation isn’t just good for business—it’s good for them too. 

Start by helping them understand these five benefits:  
  1. No more wasting time manually inputting data or digging through paperwork 
    This doesn’t mean you’ll have less to do—it means you’ll have more time for the important stuff, like connecting with consumers. Streamlined processes mean less wait time and fewer bottlenecks. Plus, with a smoother day, you’ll feel more energized and ready to give your best service. 
  1. Faster decisions, better experience, less risk. 
    With instant decisioning technology, you can approve loans and credit applications in minutes, providing the level of services consumers have come to expect. Plus, since these decisioning models align with your institution’s risk tolerance, you can focus on reviewing the exceptions—leaving less room for manual errors and more time for high-priority tasks. 
  1. No more digging through endless Excel sheets, waiting on IT to generate reports, or checking for that elusive batch file.  
    Real-time access to the data you need puts you in the driver’s seat, making it easier to monitor your performance, spot opportunities for improvement, and adjust your approach. 
  1. Sell smarter and make more confident offers.  
    The best part of data-driven sales? Your offer is backed by facts. With digital tools providing insights into consumer needs, you can make recommendations with confidence. You’ll deliver the right products, at the right time, leading to more meaningful interactions and higher sales—without the guesswork. 
  1. Teamwork makes the dream work.  
    With integrated tools that work together, you can collaborate with your team easily and share important insights in real-time. This makes working together smoother and more efficient, reducing miscommunication and creating a unified approach to serving accountholders. The result? A stronger team dynamic, faster problem-solving, and a better overall experience for staff and consumers. 

Use gamification and recognition as tools to motivate learning.  

Learning new technology can feel like a challenge, but the right approach makes all the difference. Gamification and recognition turn training into an engaging, rewarding experience—shifting the focus from obligation to growth. 

  1. Build skills with interactive learning. 
    Digital training modules help staff become comfortable with new systems while earning rewards for progress. This hands-on approach boosts confidence and makes adopting new technology feel natural. 
  1. Celebrate wins and keep the momentum going. 
    Leaderboards, performance tracking, and milestone celebrations foster healthy competition and motivation. When employees see their progress in real-time, they stay engaged and committed. 
  1. Make everyday tasks more rewarding. 
    Turn routine work into a game worth playing! Incorporate points, badges, and instant feedback to keep things engaging. Take it a step further by letting staff redeem their earned points for rewards like gift cards or extra perks. This can keep productivity high while making work more fulfilling. 

Ready to Elevate Your Team’s Digital Transformation Readiness?

Retaining talent is a crucial component of any digital transformation strategy. To stay competitive, it’s not enough to just have the right technology—you need a team that is empowered, motivated, and supported. With the right tools and a culture of growth, your staff can not only excel but also feel excited and engaged in driving your organization forward. So where does your team stand on the path to digital success? 

Take our Digital Progression Assessment today to uncover opportunities to empower your staff and drive better outcomes. 

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