Technology innovation—of any kind—is complex. Implementing it is even more complex. Despite what vendor sales teams might promise, implementation rarely goes according to plan. It typically takes twice as long, costs twice as much, and demands far more planning, collaboration, and internal change readiness than the slide decks account for.

When I first started consulting nearly two decades ago, change efforts felt more contained. A new system, a reorg, maybe a merger. You could often map a clear beginning, middle, and end. As consultants, we were brought in as the experts—called to fix it, to guide the process, to bring clarity and structure.

I’ve had the privilege of partnering with organizations navigating automation and digital transformation. Every engagement deepens my appreciation for what’s at stake—not just technically, but humanly.