Connecting the Dots: Empowering People to Drive Digital Innovation

Despite nearly every organization having a digital strategy, 70% of transformation efforts fail¹. Why? Cultural resistance, lack of leadership alignment, and poor change management. All of which are human factors that software can’t fix alone.

Culture Drives Adoption
Organizations with adaptable, learning-focused cultures are far more likely to integrate new technologies successfully. When employees feel safe to experiment, be curious, ask questions, and learn from mistakes, innovation becomes a shared journey rather than a top-down mandate.

Leaders play a pivotal role in adaptation and those with a style that inspires, empowers, and models curiosity tend to foster innovation. As a leader, making decisions is the easy part. The challenge is making meaning and helping employees uncover “the why,” which builds trust and sparks engagement.

Mindset Matters
Employee resistance is often rooted in uncertainty, not unwillingness. When teams understand how a new system improves member experience or aligns with the credit union’s mission, they are more likely to lean in. Therefore, adaptability must be cultivated, not assumed. It’s not a one-time event; it’s a daily practice.

Think of adaptability as a muscle that needs regular stretching and strengthening. In today’s digital-everything environment, we must move from reacting to change to anticipating and shaping it. That means creating space for learning in the flow of work through microlearning, peer shadowing, and cross-functional collaboration. Curiosity has become a core competency for some innovative organizations, and setbacks have become opportunities to build emotional agility and long-term confidence.

Most importantly, adaptability grows when employees feel a sense of ownership. When they are empowered to test, iterate, and influence decisions, you have garnered a powerful advocate and teammate. Adaptability isn’t just a mindset; it’s a strategic advantage that’s already shaping how we respond to emerging technologies.

A Real-World Example
The payments world is evolving fast. Real-time rails, cryptocurrency, digital wallets, coins that aren’t coins. It’s a lot to digest, let alone strategize around. But this evolution offers an incredible opportunity to serve members in smarter, more seamless ways. For credit unions, this isn’t just about keeping up; it’s about leading with purpose.

Imagine a member who needs to send money instantly to a family member in an emergency. Real-time payments make that possible. Or consider a small business owner using a digital wallet to streamline operations. These innovations aren’t just technical upgrades—they are lifelines that enhance financial well-being.

To make the most of it, we must help our teams understand how these systems work, and why they matter. How do they improve access or efficiency? How do they align with our mission and help more members find success? How do they future proof our services? When employees connect the dots between new systems and member impact, they become champions of change.

People Helping People
At the end of the day, credit unions are about people helping people. That doesn’t change in a digital world. If anything, it becomes even more vital. Innovation isn’t about replacing human connection; it’s about making it stronger. When we give our teams the tools and space to adapt, they show up with empathy, speed, and confidence. Whether it’s helping a member navigate a new mobile feature or supporting a teammate through change, adaptability becomes part of how we care. And when our people thrive, our credit unions thrive.

See Adaptability in Action
Let’s build a future where innovation is powered by people. When employees are given the tools and space to adapt, they show up with empathy, speed, and confidence. Whether it’s helping a member navigate a new mobile feature or supporting a teammate through change, adaptability becomes part of how we care. And when our people thrive, our credit unions thrive. To see adaptability in action, join Corporate Central at Momentum 2025 on October 8–9 in Wisconsin Dells, WI, where Chad Helminak, VP/Talent Development Program at CUES, will present “Rewiring the Workforce: Human Adaptability in the Age of Digital Transformation”—a session featuring real use cases, practical strategies, and inspiring stories to help credit union professionals lead a people-first approach to digital transformation. 

^1. McKinsey & Company, "Common pitfalls in transformations: A conversation with Jon Garcia," 2022.