Frank Sorrentino III, CEO of the operator of community banks in New York and New Jersey, examined upgrade options and decided the right choice was nCino, a software company that provides cloud-based operating systems and services to financial institutions.
But a group of bank employees convened to consider what platform to go with chose another vendor, which Sorrentino attributed to the behavioral trait of people looking for their comfort zone — in this case, a company the group had heard of and that had a track record.
The bank eventually settled on nCino because, after Sorrentino questioned the employees about how the choice would affect the client experience he said it became “incredibly apparent” nCino was the right choice.
The exercise highlights the difficulties organizations have when trying to get employees to embrace change. Good change management can help employees embrace new technologies and directions, and keep companies relevant.
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