Technology is an enabler, not the solution

Every transformation conversation eventually lands in the same place.  

Agile. AI. Automation. New platforms. New tools. Faster delivery.  

In the latest episode of our Change Makers series, Shula Kerr, Head of Projects at PPL, offers a counterpoint to the idea that technology alone drives progress.  Head to YouTube to watch the full interview.

Tools do not create momentum, people do 

Shula has delivered transformation programmes involving enterprise platforms, CRM systems and large-scale data change. She has also led programmes entirely remotely, under intense pressure, with teams she has never met in person.  

What made those programmes successful was not the technology itself. As Shula puts it, “You can’t just implement things without change management.”  

Technology may be the catalyst for change, but people are the engine. Without time spent understanding concerns, energy levels and readiness for change, even the best-designed solutions stall.  

This is why Shula talks so openly about building personal relationships, checking in one-to-one, and being willing to adapt delivery plans without losing sight of the programme outcomes.  

Listening is a leadership capability, not a soft skill 

During the conversation with Adam, Shula identifies listening as the single most important capability for anyone driving change. She explains how easy it is, particularly for experienced leaders, to talk rather than listen, and why that instinct needs to be actively challenged.  

In times of transformation, people are often worried about how change will affect their roles, their workload or their future. Leaders who fail to listen to these concerns create resistance, even when the solution itself is sound. Leaders who listen earn trust, which can accelerate delivery.  

We’ve seen this theme in other Change Makers episodes. In our conversation with Sandie Bakowski, she noted that leaders consistently highlight behaviours like listening, adaptability, and empathy as the real differentiators in complex environments. Watch the full conversation with Sandie.

Confidence comes from doing, not waiting to be ready 

Another theme touched on was Shula’s willingness to step into roles and run programmes before feeling fully ready.  

She reflects on being asked to lead major transformation initiatives she had never run before, learning through the lived-experience of the delivery, rather than the preparation. 

‘Sometimes you have to fake it till you make it and just have self-belief’  

This is an important counter-narrative in a sector that often over-indexes on frameworks, certifications and prior experience. Confidence, in Shula’s case, was built by delivering under pressure, supported by strong relationships and trusted stakeholders.  

Her journey mirrors a wider reality explored in our conversation with Alastair Woods, COO at char.gy. Long-term credibility, reputation, and trust often open doors that never formally exist. Learn more about Alastair’s experiences by watching the full interview.

Technology works best when adoption is supported 

Shula is clear that collaboration tools, agile delivery methods, and emerging AI capabilities have changed how organisations operate. At PPL, tools like Teams and Confluence have helped streamline reporting, reduce silos and improve collaboration.  

But adoption was not automatic.  

She describes how small wins, shared knowledge and practical support often do more to engage people than formal rollout plans. Sometimes, it is the simplest improvement that turns sceptics into advocates.  

This perspective was echoed by Sam Welch, CRO at TransUnion, who highlighted that successful transformation is shown to depend on people who can collaborate, communicate and bring others with them, rather than simply ticking technical boxes. Hear more from Sam on our YouTube channel.

A people-centred approach to change and hiring 

This philosophy underpins how we approach hiring for change, transformation, data and technology professionals. Technical capability matters, but it is not enough on its own.  

The leaders who succeed are the ones who listen, adapt, build trust and understand that technology is there to support, not replace, people.  

Tools will continue to evolve. AI will accelerate. Delivery models will shift. But as Shula’s experience shows, transformation still succeeds or fails based on the same fundamentals it always has. People, relationships, and the ability to listen.  

Head to our YouTube channel to watch Adam’s conversation with Shula or browse our back catalogue of episodes.