Zscaler EVP of Customer Experience Kavitha Mariappan explains the importance of keeping in the human element in the race for digital transformation.
In an era of rapid technological advancement, businesses across the globe are embarking on digital transformation journeys to stay competitive and relevant. This process, while essential, often brings about significant changes that can be disruptive to organisations and their employees.
As companies navigate this complex landscape, the importance of balancing technological progress with human considerations has become increasingly apparent.
Digital transformation is not merely about implementing new technologies; it’s about fundamentally changing how businesses operate and deliver value to their customers.
This shift requires careful planning, clear communication, and most importantly, empathetic leadership to ensure success. But finding that balance, may prove elusive.
To find out how enterprises can juggle innovation with its human element, we spoke with Kavitha Mariappan, EVP of Customer Experience, Zscaler.
The imperative of digital transformation
Kavitha explains the driving forces behind digital transformation: “Digital transformation is a necessary response to the seismic shifts in today’s IT and security environments, driven by an expanded reliance on cloud-delivered services, the growth in remote work, and highly motivated cyber threat actors.” She emphasises that businesses unwilling to transform will be left behind in this rapidly evolving landscape.
The transformation process revolves around three key pillars: application, network, and security. Each of these areas requires a fundamental rethinking of traditional approaches to align with the new realities of the digital age.
“Application transformation is about recognising that the app should be the destination rather than the network,” Kavitha elaborates. This shift away from connecting to cloud-based applications through VPNs and data centres not only improves efficiency but also addresses critical security concerns.
As she points out, “Vulnerabilities in VPNs are being targeted by cybercriminals and nation-state hackers, as the National Cyber Security Center has warned, because once bad guys compromise a VPN, they regularly have full access to the network.”
Network transformation, the second pillar, involves a paradigm shift in how organisations approach connectivity. Kavitha explains Zscaler’s pioneering approach: “Rather than extending the network to each endpoint via VPNs, which drastically increases an organisation’s attack surface, Zscaler pioneered the approach of acting as an inline, cloud-based proxy, meaning security policies can be enforced directly en route to traffic’s ultimate destination.” This approach not only enhances security but also provides a more scalable solution for modern businesses.
The human element in digital transformation
This recognition of the human factor is where empathy in leadership becomes paramount. Digital transformation introduces significant change, which can evoke a range of emotions across organisations.
While the technological aspects of digital transformation are crucial, Kavitha emphasises that the human element is equally important.
“Balancing technological innovation with its human impact is not just important; it’s imperative,” – Kavitha Mariappan, EVP of Customer Experience, Zscaler.
Kavitha points out, “There is the fear of the unknown. There is a reluctance to learn a whole new way of doing your job. There is the worry of becoming obsolete.” Addressing these concerns requires leaders who can approach the transformation process with empathy and understanding.
To successfully navigate the challenges of digital transformation, Kavitha advocates for creating an environment that encourages open and honest dialogue. “Leaders must create an environment that encourages open and honest dialogue to help employees feel heard,” she advises. “This not only alleviates anxiety but enables leadership to source ideas about process improvement, more efficient ways of doing things, and where staff members’ skill sets might be most effectively redeployed.”
Effective communication is key to this process. The importance of explaining not just the ‘what’ but also the ‘why’ of digital transformation. This approach helps employees understand the bigger picture and increases their likelihood of supporting and engaging with the transformation process.
“It’s important to convey why such a project is necessary (changing circumstances), how the transformation will unfold (technological changes), and how it will benefit the organisation (more simplified and secure IT environments),” she explains.
The impact of empathetic leadership
Kavitha has observed a clear correlation between empathetic digital transformation practices and positive organisational outcomes.
“The CXOs who execute successful digital transformations are not only brilliant technologists, they’re also effective communicators who know how to tailor their messaging to diverse audiences,” she notes. This ability to connect on a human level often results in lower employee turnover, higher productivity, and greater engagement.
Moreover, empathetic leadership contributes significantly to the success of digital transformation initiatives. Kavitha shares examples of positive impacts: “One of the world’s largest industrial automation corporations was able to reduce its IT infrastructure cost by 70% through a major transformation. Another customer was able to reduce the time it takes to stand up new facilities from a few months to one day.”
As a woman in a leadership role herself, Kavitha offers insights into the unique qualities women bring to the transformation process. “Multiple studies have shown women exhibit higher levels of empathy than men,” she points out. This inherent empathy can be a significant advantage in leading successful digital transformations, as it allows leaders to anticipate and address people’s anxieties about change effectively.
However, Kavitha also acknowledges the systemic challenges women face in reaching leadership positions. “McKinsey research indicates that only 52 women are promoted to managerial positions for every 100 men,” she notes, highlighting the significant value organisations are forgoing by not fully leveraging women’s inherent strengths.
As organisations continue to navigate the complex landscape of digital transformation, the importance of empathetic leadership cannot be overstated. By balancing technological advancement with a deep understanding of its human impact, leaders can guide their organisations through successful transformations that not only improve efficiency and security but also foster a more engaged and productive workforce.
