THE ROI OF CHANGE MANAGEMENT PROGRAMS DURING DIGITAL TRANSFORMATION IN SERVICES
Ключевые слова:
service industry, business value, transformation success, performance measurement, leadership in change, strategic change, change management, digital transformation, service sector, innovation, adaptation, organization, technology, leadership.Аннотация
As service organizations invest heavily in digital transformation initiatives to enhance operational efficiency, customer experience, and competitive advantage, the role of change management has gained increasing recognition. However, the return on investment (ROI) of change management programs remains a topic of debate and under-exploration. This study aims to evaluate the financial and organizational value generated by structured change management efforts during digital transformation in service sectors. By examining how targeted activities—such as stakeholder engagement, communication planning, leadership involvement, and employee training—impact project success metrics and business performance, the research provides a data-driven perspective on the cost-effectiveness of change management. Using case studies and quantitative analysis, the study identifies key variables that contribute to positive ROI and offers a framework for service organizations to evaluate and optimize their change management investments. The findings support the notion that strategic change management not only facilitates smoother transitions but also significantly amplifies the benefits and sustainability of digital transformation outcomes.
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