I was brought in under the guise of delivering a digital transformation. My predecessors had all tried in what I believe to be the wrong way—meaning, their ultimate goal was to cut costs. And that was, to them, digital transformation. This mentality of, “If it costs you $5 to do it in person, we could do it for a penny online. Let's drive everybody over to the penny,” isn’t a winning strategy.
Digital transformation is ultimately not about your dollars and cents. It may be an output of the transformation, but it’s really about transforming the way that you do business. We had a bunch of people and processes that were draconian, waterfall-ish, with multiple systems, and we needed to fix all of that.