In most discussions about digital transformation, technology is the star. New tools are essential. As innovative technology unlocks so many new capabilities and captures so much executive attention, it usually dominates discussion.
But that focus by itself is both mistaken and dangerous. After a decade of transformation engagements and many mistakes and lessons, we have developed a strong conviction about technology, transformation and trust: no trust, no transformation.
Trust is crucial in the business world—even more than training as well as tools. However, all three matter and are surprisingly interconnected. With trust at the front, cost savings (i.e., increased employee productivity as well as initiative) will trickle down, and staff will be happier at work. However, it all starts at the top with leadership.
What Are The Elements Of Trust?
How we assess trustworthiness is not through a single lens but it includes both ability-based and character-based elements as follows:
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Competence
This is the ability of organisations, their people as well as their technology to do what they say they can and to live up to their promise. Customers do their research, but ultimately they have to take a leap of faith to buy a service or product based on their intuition and claims of competence. Customers do not remain loyal if a company fails to deliver against its promise at any stage of the journey. Products and people must deliver, at every stage, throughout the life cycle.
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Reliability
This is the ability of organisations, their people and their technology to do what they say they will, at the time they say they will, every time. In a complicated world we want predictable performance without the necessity of fire drills or heroics. We entrust our company to those we know we can count on. The goal is to become indispensable.
