Change Management in the Services Industry: What Helps Transformation Take Hold

Services organizations report formal change management structures, but adoption confidence remains less settled than transformation activity. This survey examines how change ownership, HR capability, culture, recognition, communication, training, and measurement support transformation across the industry.

The findings show how services industry HR leaders describe the practices that help employees understand, respond to, and engage with new technologies and ways of working.

Key Takeaways

• Transformation activity is active, while AI and automation adoption remains mixed.
• Dedicated change functions provide a formal base, with ownership connected to operations and HR.
• Workforce support varies across HR capability, culture, recognition, and engagement.
• Clear direction, stakeholder connection, training, and measurement help frame transformation support.

Click the View Now button to access services industry survey findings on change management practices shaping transformation.