Susan Jackson: 3 Rules for Global Technology Rollouts
Former Coca-Cola and Estée Lauder executive Susan Jackson shares her strategies for successful global technology implementations, emphasizing people-centric approaches.
Susan Jackson, with over 15 years of experience leading global HR systems and technology implementations across more than 80 countries, has successfully managed significant transformations for companies including Coca-Cola Enterprises, Estée Lauder Companies, AIG, and American Express.
Her approach highlights the critical role of human and cultural factors in technology adoption. Jackson notes that most digital transformations fail not due to technology itself, but because of human resistance, communication gaps, or leadership misalignment.
According to Jackson, successful global technology projects require leaders to focus more on human behavior and less on the systems themselves. This strategy has guided her through complex rollouts spanning North America, Europe, Asia, Africa, and Latin America.
While research from McKinsey & Company indicates that up to 70 percent of digital transformations fail, Jackson's methodologies are rooted in understanding the human dimension. She stresses that technology scales rapidly, but human adaptation and buy-in must be actively supported.