We are in an era of digital transformation. Whether we like it or not, the pandemic has changed the way we do business, across every industry, not just property. With business regularly being conducted on digital platforms like Zoom or Microsoft Teams our whole approach is changing. But this doesn’t have to be a bad thing. One of the most positive things to come out of the global pandemic is that people have the chance to be re-energised by transformation. Quick adaptations to life in lockdown and the digitisation of transactions show that successful transformations can happen almost overnight. And that they’re about so much more than just technology….



There’s actually no such thing as a purely digital transformation, according to James Tickell, partner at Campbell Tickell. Instead he believes that there is simply transformation, with digital change as an enabler, rather than a prime driver. He states that strong leadership must be at the heart of any transformation and that you have to lead from the top.



Transformations, digital or other, should be people-centric. You need to know whether people are going to notice the changes you’re planning to implement so make sure you listen to your customers. If you don’t understand your customers’ needs and wants (and the difference between them) then no transformation is going to be successful.


Utilising your best people

Rather than bringing in an external task force, why not second your best people to be in charge of your change management? They already know your business and what works and what doesn’t. Using internal staff will weave a red thread of continuity through your transformation project and ensure greater accountability.


Setting clear goals and milestones

Celebrate the successes and the failures, is the advice of Nygel Scourfield, non-executive director of ARMA. He stresses the importance of setting out clear goals and milestones to assess them by. If you want your digital transformation to be a success, he suggests monitoring your risks and spending on a weekly basis and making sure there is total transparency across the project.


Put your money where your mouth is

The only way to convince people things are different is to make them different. Have a clear strategy about how your digitisation or digital transformation is going to create your unique selling proposition and make sure you follow through. Fundamentally, no matter how good your intentions or grand your plans, people are going to judge you on what you do, not what you say you’re going to do.

For more invaluable insights to help you digitise at scale, watch this FREE digital transformation webinar delivered by property business leaders Nygel Scourfield and James Tickell. Alternatively, read a summary of the webinar in our handy digitisation guide.

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Joe Parish

Joe Parish

Joe loves to read on property management. He has also recently adopted a Peaky-Blinder-esque fashion sense and a positive attitude to adjectival hyphenated phrases.

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Joe Parish
By Joe Parish