Rewired

Section SixThe Keys to Unlock Adoption and Scaling

How to both get users to adopt your digital solutions and scale those solutions across the enterprise

Developing a good digital solution can be complex and difficult. But for all the effort and focus needed, it's just the first step. Getting customers or business users to adopt that solution as part of their day-to-day activities, and scaling it across your customer base, markets, or organizational units – each with its own particularities – is often the biggest challenge.

It's usually easier to get investments for developing a digital solution than it is for driving its adoption. But that's a guaranteed recipe for not seeing a return on your digital investments. As a rule of thumb, for every $1 you spend on developing a digital solution, plan to spend at least another $1 (and sometimes more, depending on the solution) to ensure full adoption and scaling. That additional $1 will go toward implementing process changes, user training, change management initiatives, and sometimes even paying severance if productivity gains are involved.¹

The core challenge in driving both adoption and scaling is addressing at a sufficiently granular level the technical, process, and human issues that keep a great solution from delivering its full value.

This section focuses on the specific change management complexities encountered in digital and AI transformations (we will not cover general change management topics like communications). While ...