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Change is constant, especially when technology is evolving quickly. But successful transformation isn't just about implementing new systems. It’s about helping people understand, adopt, and embrace new ways of working.

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In a recent episode of How I Lead Change, Shaheen Chaudhary sat down with Mark Goldberg, Chief Information Officer at BCLC, to discuss what he's learned from leading major technology and organizational changes throughout his career.

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Here are some of the key lessons from their conversation.

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Change Management Starts With People

When Mark Goldberg joined BCLC in 2023, part of his role was helping the organization modernize its legacy technology.

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One major initiative involved replacing BCLC’s lottery platform, impacting close to 3,500 retailers and more than 4,000 lottery terminals across British Columbia.

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The transition happened over a weekend. By Monday at noon, 95% of retailers and resellers were selling lottery tickets again. Technology played an important role, but so did preparing people.

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Retailers received training in advance, and the organization focused on helping people understand what was changing, why it was changing, and what was in it for them.

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As Mark explained, leaders need to“walk the talk” when it comes to change. They need to communicate why the change matters and help people see where the organization is trying to go.

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Build Your Organization’s Change Muscle

Change management shouldn't begin when a new system is ready to launch. It should be part of the plan from the beginning.

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At BCLC, Mark has seen change management evolve from something leaders broadly understood into something much more embedded in how the organization operates.

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As he described it:

“We’ve been building that muscle ever since.”

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That means developing the skills, processes, and leadership behaviours that help people navigate not just one transformation, but continuous change.

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“What Got Us Here Isn’t Going to Get Us There”

Another important lesson from the conversation was the need for leaders to stay open to new ways of thinking.

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Mark shared a phrase used at BCLC:

“What got us here isn’t going to get us there.”

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What worked in the past may not be enough for what's coming next.

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As technology, AI, customer expectations, and ways of working continue to evolve, leaders need a growth mindset. That means staying curious, listening to people, and being willing to challenge familiar ways of working.

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Challenge “We’ve Always Done It This Way”

One of Mark's strongest pieces of advice for leaders is to pay attention when they hear:

“We’ve always done it this way.”

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For him, that statement is a signal to pause.

“That’s an opportunity to take a step back and think differently.”

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Instead of assuming we already know the answer, leaders can get curious. Listen to people across the organization. Understand their challenges. Ask better questions. Then work together to find new ways forward.

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Keep the Customer at the Centre

Whether you're implementing new technology, changing processes, or transforming the way people work, Mark Goldberg emphasized the importance of keeping the customer experience at the centre.

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Ultimately, transformation should create something better for the people an organization serves.

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That idea has followed Mark throughout his career, from developing new digital experiences at Whistler Blackcomb to modernizing technology at BCLC.

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The Takeaway

Successful change isn't just about having the right technology. It's about bringing people along, explaining the why, listening with curiosity, and staying open to doing things differently.

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For leaders, the goal shouldn't simply be to get through the next transformation. It should be to build an organization that is increasingly capable of navigating change.

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Because the future will continue to bring change. The real question is whether your organization is building the muscle to meet it.

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Listen to the full conversation with Mark Goldberg on How I Lead Change for more insights on change leadership, technology transformation, and building a culture that is ready for what comes next.

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