Whenever I hear companies say they’re “going digital,” I have to pause. What does that actually mean? More often than not, it’s a paper form turned into an online form. The process looks the same—only now it’s behind a screen. That’s… something. But is it transformation? Not really.
True digital transformation isn’t about copying the old into the new. It’s about rethinking the process entirely.
It’s asking: If we started fresh today, with the tools we have now, would we design it this way?
Think about digital banks. They didn’t just digitize branch forms and call it a day. They reimagined how banking could work in a world where smartphones are the branch. From onboarding to payments, they designed for simplicity, speed, and the customer. And in doing so, they reshaped expectations for everyone.
That’s the real challenge. Technology will keep evolving—but unless we change how we think, collaborate, and design our processes, we’ll only scratch the surface. Transformation is less about the software we choose and more about the culture we build.
Takeaway: Digital transformation isn’t about tools—it’s about courage, culture, and designing for outcomes. Digitization makes processes faster. Rethinking makes them better.
Digitization is a start. Rethinking is the breakthrough.