It's not just technology (it's people)
Digital transformation is won in habits, roles and incentives. The software is the easy half.
Buying technology is a purchase order. Changing how people work is the transformation. Companies confuse the two, then act surprised when the new platform is quiet and the old group chat is busy.
Habits move slower than releases
A person will keep the path that already works until the new path is obviously safer or faster. Telling them the new path is "strategic" does not move their Tuesday. Show them the step they can drop. Show them the error the system now catches before a customer sees it.
If the new way adds fields and removes nothing, you have added work and called it progress.
Design with the people who will live in it
Bring operators into the design while a change is still cheap. They know which rule will be ignored, which approval will sit for a week, and which screen will be screenshot into WhatsApp. That knowledge is the requirements document. A workshop of only managers produces a process that looks tidy and fails in the aisle.
Roles and reasons
Transformation asks someone to give up a private spreadsheet, a private status, sometimes a private sense of being the only one who knows. Name what they gain: fewer chasing calls, a number they can defend, a decision that no longer waits for them at night. People do not resist systems. They resist a loss nobody has acknowledged.
Do that work and the technology has a chance. Skip it and you will own an expensive system of record that nobody records in.