Heather Ristow, SVP/Chief Experience Officer, Corporate Central Credit Union
By now, we are all very familiar with the speed of change in technology. Blink, and there’s a new payment method, a different security protocol, or another AI-powered tool promising to change everything. As we work continuously to learn and stay ahead of the curve, it’s important to acknowledge that innovation doesn’t happen just because we plug in new software. It happens when people understand it, embrace it, and run with it. That’s why connecting the dots between technology and human adaptability is more important than ever.
Despite nearly every organization having a digital strategy, research shows that 70% of transformation efforts fail. Cultural resistance, lack of leadership alignment, and poor change management are some of the top reasons cited for these failures. The human factors that even the strongest of strategies and best technologies cannot overcome.
Culture Drives Adoption
Organizations with adaptable, learning-focused cultures are far more likely to integrate new technologies successfully. When employees feel safe to experiment and be curious, innovation becomes a shared journey rather than a top-down mandate.
Leaders play a pivotal role in creating a culture of adaptation, and those who embrace an approach that inspires, empowers, and models curiosity tend to foster innovation. As a leader, setting the vision and strategy can sometimes be the easy part. The challenge is making meaning and helping employees uncover “the why,” which builds trust and sparks engagement.
Mindset Matters
Employee resistance is often rooted in uncertainty, not unwillingness. When teams understand how a new system improves member experience or aligns with the credit union’s mission, they are more likely to lean in. Additionally, the ability to adapt is at the core of successfully navigating change, and it must be developed and practiced over time. Think of adaptability as a muscle that needs regular stretching and strengthening. In today’s digital-centric environment, we must move from reacting to change to anticipating and shaping it. That means creating space for knowledge-building in the flow of work through microlearning, peer shadowing, and cross-functional collaboration. Innovative organizations realize that setbacks provide valuable lessons to improve the odds of future success and provide employees with opportunities to build emotional agility and long-term confidence.
Most importantly, adaptability grows when employees feel a sense of ownership. When they are empowered to test, iterate, and influence decisions, you have garnered a powerful advocate and teammate. Adaptability is not just a mindset — it’s a strategic advantage that’s already shaping how we respond to emerging technologies.
Supercharging Credit Union’s Purpose
The payments world is evolving fast. From real-time rails to cryptocurrency, digital wallets, and coins that aren’t coins, it’s a lot to digest and strategize around. But this evolution offers an incredible opportunity to serve members in smarter and more seamless ways. For credit unions, this isn’t just about keeping up; it’s about leading with purpose.
Imagine a member who needs to send money instantly to a family member in an emergency and uses real-time payments to make that possible. Or a small business owner using a digital wallet to streamline their operations. These innovations aren’t just technical upgrades — they are lifelines that enhance credit unions’ ability to improve access and resources to improve financial well-being.
We must help our teams learn to understand how these systems work, why they matter, and explore how they can help us to create value for our members, credit union, and communities. When employees connect the dots between new systems and member impact, they become champions of change.
At the end of the day, credit unions are about people helping people. That doesn’t change in a digital world. If anything, it becomes even more vital. Innovation isn’t about replacing human connection; it’s about making it stronger.
Building a Future Where Innovation is Powered by People
When employees are given the tools and space to adapt, they show up with empathy, speed, and confidence. Whether it’s helping a member navigate a new mobile feature or supporting a teammate through change, adaptability becomes part of how we care. And when our people thrive, our credit unions thrive.
To learn more about strengthening the adaptability of your employees, join us at Momentum 2025 on October 8–9 in Wisconsin Dells, WI, where Chad Helminak, VP/Talent Development Program at CUES, will present “Rewiring the Workforce: Human Adaptability in the Age of Digital Transformation,” a session featuring real use cases, practical strategies, and inspiring stories to help credit union professionals lead a people-first approach to digital transformation.