Changing Change Management: Adapting Internal and External Culture in Times of Digital Transformation

Successful implementation of digital channels is not just about the technology – these new approaches also require a good change management plan. The softer or interpersonal aspects of digitising can be forgotten and they can strongly contribute to the success or failure. This guidance produced by IFC has been developed following the four-year observation of nine financial institutions in Sub-Saharan Africa as they implemented digital strategies. It includes learnings on how to deal with the cultural, organizational and
business process changes that impacted staff, customers and funders.