ISG Digital Dish Episode 26: On a Transformation Journey? People are Your Power!


Given recent global events and current economic disruption, change has never felt so constant and so urgent. It’s safe to say that most organizations have embarked on at least one major digital transformation project in the last 36 months. With all these deep investments, it’s alarming to learn that the vast majority of business transformations fail, according to research, even those with a change management program in place. Why are these programs falling short of achieving their business cases?      

To get to the bottom of this question, we spoke to Ema Roloff, a digital transformation and change management expert, and, at the time of recording, Director with Naviant*. In a conversation with Digital Dish, Ema shared her definition of change management and the part it plays in combatting the number one reason many digital transformations fail. Listen in to hear why she believes a people-oriented approach is critical to making any transformation successful. And don’t miss her top tips on creating an environment that will ensure your transformation program constantly maintains momentum.

*Ema is now at the time of publication, a Director with EIS Group


Meet the hosts

Lois Coatney

Lois Coatney

What she does at ISG

Lois Coatney has been the ideal guiding advocate for her Fortune 500 clients, whom she has consistently helped get the most value out of their service providers and supply bases. That’s because, for more than two decades, Lois was the service provider. Today, as ISG’s President of Americas Sales, she is central to driving the firm’s revenue and growth.

Past achievements for clients

Throughout her career, Lois has consulted clients on their operating models and organizational designs so that they can work most effectively internally. She’s pivoted that experience to her approach to her current role, which goes much further than looking at the numbers and bottom line. She examines what ISG’s strengths are and considers how the firm can put its best foot forward to sell its services. Pairing that with a deep understanding of clients’ needs and of ISG’s function in the market, 
Lois makes decisions on how the firm can enhance those same offerings. She also views her work as a worthwhile means to strengthen ISG’s client relationships, which she contributes to by mentoring ISG account executives. 

Lois’s expertise in contracting, experience in supplier management and willingness to travel across the globe to create something new and modern have enabled her to:

  • Lead and roll out ISG GovernX®, a tool that directly helps clients and their businesses manage third-party risk, solve governance and service integration challenges, and drive optimal performance of their sources. 

  • Help a large governmental client migrate their $2.2 Billion annual IT spend to a consumption-based procurement model.

Lois’s current title may include “Americas,” but her prowess in service provider performance and relationship management, IT portfolio design and management and product ownership over the past 30 years has made its way all over the world to support nearly every industry ISG serves.

Jeanne Cuff

Jeanne Cuff

Jeanne Cuff is an Associate Director in the Governance Services-Managed Services organization who brings a broad set of experiences to support ISG clients. Jeanne has over 20 years of senior leadership and consulting roles in operations, human resources, network and SaaS.

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