The Human Side of Platform Rollouts

How to turn large-scale system rollouts into lasting performance improvement.

When an organization decides to implement a new enterprise system—an Enterprise Resource Planning (ERP) tool, a Customer Relationship Management (CRM) platform, or a claims and billing solution—the technology itself is rarely the hardest part. The true challenge lies in adoption: getting people to understand, embrace, and use the system effectively in their day-to-day work.

In this episode of the AXIOM Insights Learning & Development Podcast, we speak with David Kaiser, senior learning consultant and change leader, about how to make large-scale system rollouts succeed by focusing on people and process, not just technology. Drawing on experience from multiple Fortune 500 implementations, David explains how to connect the who and the why behind change to the what and how of project execution.

The conversation explores the mechanics of building role-based training plans tied to system access, establishing feedback loops between trainers and system owners, and creating a champions network that sustains adoption long after the go-live date. David shares how well-designed Key Performance Indicators (KPIs) can measure impact through real-world metrics like error reduction and efficiency gains, and how clear governance, version control, and rapid response mechanisms keep projects agile and responsive.

Most importantly, the discussion reframes leadership’s role during a rollout, from one of control and risk avoidance to one of empowerment and trust. By fostering psychological safety and aligning teams around shared purpose, organizations can turn stressful implementations into opportunities for growth, innovation, and engagement.

Whether you work in Learning and Development (L&D), Information Technology (IT), or Operations, this episode offers a practical, human-centered playbook for system rollouts that deliver measurable results and lasting cultural change.