At this year’s SWPP Annual Conference in Nashville, I had the opportunity to co-present a session on “Embracing Change” alongside my colleagues Heather Chesbro and Zachary Kohl from Nelnet. Our session explored practical strategies, tools, and insights for navigatingchangeeffectively. This article offers a condensed version of that presentation.
In today’s fast-paced business world, change is inevitable — and adaptability is no longer just a soft skill; it’s a strategic necessity. Embracing change can significantly enhance organizational performance, foster innovation, and strengthen team dynamics.
For workforce planners, however, this can be especially challenging. We thrive on predictability — forecasting, planning, and quantifying assumptions. But let’s face it: not everything goes according to plan. (Just think back to the global disruption caused by COVID-19.) This article explores how individuals and organizations can adapt and succeed in a constantly evolving environment — not just in workforce planning, but in life and business as a whole.
Before diving into strategies, ask yourself:
What are the biggest challenges in embracing change? What do we hope to gain from embracing change?
And after considering these questions, here are a few more guiding questions to consider:
Change drives progress. It replaces outdated systems with more efficient ones, encourages innovation, and helps organizations stay competitive. Beyond operational improvements, embracing change also builds resilience and strengthens collaboration across teams.
Incremental changes help teams adapt more smoothly, reduce anxiety, and build confidence in navigating larger transformations. Embracing change isn’t just about keeping up — it’s about moving forward with purpose.
Navigating change effectively requires more than just willingness — it takes strategy, reflection, and emotional intelligence. Here are three essential tools to help individuals and teams manage transitions with confidence:
Everyone loves a good comeback story — and LEGO’s turnaround is one of the best.
Founded in 1932, LEGO enjoyed decades of success. But by the late 1990s, the company faced serious challenges: cheaper competitors, poor management decisions, and a drift from its core mission. By 2003, LEGO was nearly bankrupt, burdened with $800 million in debt.
Enter Jørgen Vig Knudstorp in 2004. The new CEO declared, “We’re on a burning platform,” and launched a bold transformation strategy:
Thanks to these changes, LEGO not only survived, it became the world’s most profitable toy company. Their story is a powerful reminder that embracing change, even in crisis, can lead to extraordinary success.
Embracing change is rarely easy. It often brings uncertainty, discomfort, and disruption to what we know. But by building resilience, we strengthen our ability to adapt and recover. When we choose to focus on the positives like growth, new opportunities, and the chance to innovate, we shift our mindset from fear to possibility. It might be challenging, but with the right perspective, it becomes a powerful catalyst for progress.
Embracing change isn’t just about reacting to disruption — it’s about proactively shaping the future. By cultivating a culture of innovation, collaboration, and thoughtful reflection, individuals and organizations can unlock new levels of productivity, adaptability, and long-term success.
Jason Hilliard is a seasoned Business Operations leader with over 20 years of experience in contact center operations, technology implementation, and professional services. Jason currently serves as the Senior Manager of Workforce Management and Business Analytics at PetSafe Brands, leading initiatives that integrate advanced analytics, automation, and workforce optimization to support agile decision-making and continuous improvement. Jason has been involved in SWPP since 2009 and speaks and contributes to various events and publications. He can be reached at jh*******@***********ds.com.
