Putting Lipstick on a Pig – The Costly Mistake of Technology Upgrades Without a Strategy

We’ve all heard the saying, “putting lipstick on a pig.” No matter how much you dress it up, at the end of the day, it’s still a pig.

Unfortunately, this is exactly what happens in many organisations when they invest in technology upgrades or replacements without first addressing foundational issues. They’re dressing up dysfunction and hoping it’ll magically turn into success.

Spoiler alert: it won’t.

The Real Problem

Technology can be a powerful enabler, unlocking capabilities that improve customer experiences, streamline operations, and make it easier for employees to do their jobs. But that’s only part of the story. Without a clear strategy to assess and optimise processes or engage and empower your people, even the best technology becomes just another layer of complexity.

Layering the right technology over a broken environment or worse, adopting the wrong solution in an unprepared setting, leads to poor outcomes every time.

Misaligned tools often:

• Create inefficiencies rather than eliminating them.
• Frustrate employees who are expected to adapt without adequate support or training.
• Fail to deliver the promised improvements to customers.

An Example in Action: The Overdue CRM Upgrade

Take a company that decides to replace its outdated CRM system with the latest AI-powered platform. On paper, it’s the right move - this platform promises predictive analytics, streamlined workflows, and customisable dashboards.

However, the organisation skips a critical step: assessing why the current CRM wasn’t working. Sales teams were frustrated with data-entry-heavy processes, and customer service had inconsistent workflows that made it impossible to track customer histories.

When the new system is implemented, it’s just lipstick on the same pig:

• Sales teams still spend too much time on admin tasks because workflows weren’t redesigned.
• Customer service teams can’t use the new tools effectively because the root issue - poor process alignment - remains unresolved.
• The business ends up spending more money and time trying to fix problems that could have been avoided with a holistic approach.

What Should Organisations Do Instead?

Before you upgrade or replace technology, ask these critical questions:

1. Processes: Are your workflows aligned with your goals? What’s broken, and how can it be fixed?
2. People: Have you engaged your employees in the change process? Do they feel equipped and empowered to adopt new solutions?
3. Technology Fit: Is this technology the right fit for your current and future needs? Will it work with existing systems, or is it a shiny distraction?
4. Customer Impact: How will this change improve the experience for your customers?

Hot tip: Technology isn’t a magic bullet - it’s a tool. And like any tool, its effectiveness depends on how it’s used and the environment it’s used in.

Let’s Get Real About Transformation

Instead of rushing to invest in the latest and greatest tech, start by optimising your foundation. Build strong processes, foster an engaged and empowered workforce, and then bring in the technology that amplifies your strengths.

Otherwise, you’re just putting lipstick on a pig - and we all know how that story ends.

Have you been caught in the “lipstick on a pig” cycle with technology upgrades? Reach out to discuss how a strategic approach to people, process, technology, and data can transform your organisation.

Who is Michael Clark?

Michael Clark is a real person, he is not a bot, nor is he the famous former cricketer almost as famous for his blonde highlights and trips to Noosa as he is from playing cricket!

Michael is a veteran of the CX and Contact Centre Industry and was recognised in 2023 and 2024 as one of the Top 100 Influencers in the Contact Centre Industry in APAC, and as one of Australia's Top 50 Small Business Leaders in 2022.