Based on our experience in many digital transformation programs we observe that digital teams often encounter trust issues with internal customers such as business teams.
This is due to several reasons:
- Communication Gaps
Differences in language between digital and business teams, compounded by technical jargon, can lead to misunderstandings and mistrust.
- Mismatched Expectations
Unrealistic expectations from business teams regarding digital team capabilities within set timeframes or budgets can erode trust when unmet.
- Lack of Understanding
Incomplete comprehension of digital technologies' capabilities by business teams can result in skepticism or frustration when solutions don't align with their needs.
- Previous Failures
Skepticism and reluctance stemming from past failed digital projects can affect trust in current teams, irrespective of competence.
- Ownership and Accountability
Ambiguity regarding project ownership can lead to finger-pointing and trust breakdowns during challenges.
- Resistance to Change
Fear or concerns about changes' impacts on roles or workflows can manifest as distrust in digital team motives or abilities.
- Perceived Lack of Alignment
When digital teams seem disconnected from organizational goals, business teams may question their priorities, leading to trust issues.
Digital leaders (CSO, CIO and CTO’s) can take several steps to overcome the challenges of trust issues with internal customers:
By taking these proactive steps, digital leaders can gradually build trust and collaboration with their internal customers better, ultimately leading to more successful digital initiatives and better outcomes for the organization as a whole.
