Digital Transformation

Digital Transformation: Not Just Technology, But a Change in Culture

By Ylan Kazi, Chief Data Officer, Blue Cross Blue Shield of North Dakota

As businesses worldwide pivot to harness the promises of the digital age, many have come to equate “digital transformation” solely with technological advancements. While technology is undoubtedly at the heart of this revolution, the true essence of digital transformation is far more profound. It encompasses a cultural shift, a change in mindset, and a redefinition of values and working principles.

Digital transformation is not merely about adopting the latest software or jumping onto the newest tech trend; it’s about creating an environment where innovation is not just welcomed but is seen as crucial. It’s about fostering a culture where failure, while not desired, is accepted as a part of the learning curve. It’s about reshaping organizational structures to be agile, adaptable, and ever-evolving.

From Hierarchy to Flexibility

In traditional business models, hierarchical structures have been the norm. Decisions flow from the top down, and innovation can sometimes be stifled under layers of bureaucracy. However, in the face of rapid technological changes, this model is proving to be less effective.

Digital transformation calls for a flattening of these hierarchical structures. When teams are more autonomous and cross-functional, they can respond more rapidly to challenges and opportunities. A collaborative environment, where ideas from all levels are valued, spurs creativity and innovation.

Technology doesn’t solve the hierarchy problem, but exacerbates it. It can’t be implemented in a top-down fashion because much of the functionality and usage occurs at the front line—decision-making needs to be more decentralized in order to bring about greater flexibility.

The Role of Leadership

For this cultural shift to take root, leadership plays a crucial role. Leaders need to move away from the conventional command-and-control approach and embrace a more open, listening, and adaptive style. Instead of dictating the path, they should empower their teams, providing them with the tools and autonomy to explore and implement new ideas.

But leadership in the age of digital transformation goes beyond just top-tier executives. It’s about cultivating leadership qualities at all levels of the organization. When every team member feels a sense of ownership and responsibility, the organization as a whole becomes more resilient and forward-thinking.

Learning and Unlearning

One of the essential aspects of this cultural transformation is the continuous cycle of learning and unlearning. The digital landscape is perpetually evolving, and what’s relevant today might become obsolete tomorrow. Organizations need to instill a culture of perpetual learning, where upskilling and reskilling become the norm.

But equally important is the art of unlearning. Holding onto legacy systems, outdated processes, or old mindsets can hinder progress. Embracing change means occasionally letting go of the familiar and stepping into the unknown.

Unlearning is where organizations get stuck, as often there is the pride factor of sunsetting older systems. Usually, there are individuals vested in the old system, and the organization may have invested millions of dollars into it.

Organizations need to cultivate an environment where taking calculated risks is encouraged, and setbacks are viewed as learning opportunities.

Embracing Failure as a Stepping Stone

Innovation inherently comes with a degree of risk. Not every idea will bear fruit, and not every venture will lead to success. However, in a digitally transformed culture, failure isn’t a dead-end; it’s a stepping stone.

Organizations need to cultivate an environment where taking calculated risks is encouraged, and setbacks are viewed as learning opportunities. When teams are unafraid to fail, they’re more likely to push boundaries and come up with groundbreaking solutions.

Failing fast and small will create a safe space to test out new ideas, while also ensuring that you’re minimizing downside risk. It requires the support of senior-level leaders in both words and actions. If one failure occurs and that individual or team is taken to task for it, that can setback the progress being made. The culture component has to be successful before the technology component.

Putting People at the Center

Lastly, and most importantly, digital transformation is fundamentally about people. While technology can act as an enabler, it’s the people who drive change, adapt to new tools, and bring visions to life. Therefore, any successful digital transformation strategy must prioritize the well-being, growth, and empowerment of its people. This means listening to their feedback, understanding their needs, and providing them with the right resources.

It’s about fostering a work environment that is inclusive, diverse, and values-driven. When people feel valued and heard, they’re more likely to invest their best efforts and align themselves with the organization’s larger vision.

It also means bringing a greater focus to the people component and to change management processes. Organizations will invest tens of millions of dollars towards digital transformation technologies and then end up skimping on the people and culture investments. When you see organizations continually cycling in new digital technology, there are culture and leadership challenges.


Digital transformation, at its core, is a holistic endeavor. It’s about integrating technology into business operations, but it’s also about shaping an organizational culture that’s dynamic, inclusive, and innovation-driven. As the digital landscape continues to evolve, it’s the organizations that understand and champion this dual approach that will truly thrive in the future.

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