Video | Why Leaders Miss the Mark on Buy-In, and How to Fix It

with Michael Bertan

In the fast-moving world of financial services, transformation isn’t just about technology or process — it’s about people. In this video from The Modern CIO Dilemma , Protiviti Managing Director Michael Bertan explores the critical signals that reveal whether change initiatives are truly taking hold, and why even the most well-intentioned leaders can miss the mark on organizational buy-in.

Signals of Success — and Red Flags to Watch 

Transformation starts to succeed when teams speak a common language, priorities shift organically and middle management leans in without being pushed. You’ll know momentum is building when risk and operations groups adopt new ways of working, not just new jargon. But beware: disengagement often hides behind silence, passive agreement and quietly shifting budgets. When complaints disappear, it may signal indifference, not satisfaction.

The Human Side of Change: Trust and Emotional Intelligence

Bringing people along requires more than frameworks — it demands trust and authentic relationships. Informal influence and emotional intelligence are often more powerful than any formal structure. Leaders who focus on connection and credibility build the foundation for lasting transformation.

Common Leadership Pitfalls 

Too often, leaders mistake alignment for true understanding, or confuse consent with genuine commitment. Overlooking emotional signals can stall progress. The biggest lesson? Belief can't be delegated. Lasting change happens only when leaders actively model the behaviors and mindset they want to see.

A Message for Financial Services CIOs 

Legacy organizations aren’t broken — they simply need rewiring. Transformation succeeds when everyone knows they’re building something new, not being replaced. For CIOs, that means leading with trust, emotional intelligence and visible commitment, turning buy-in from a checkbox into a strategic advantage.

Protiviti partners with financial services leaders to drive meaningful change, helping organizations navigate complexity with confidence and clarity. 

The Modern CIO Dilemma

In this exclusive series from Protiviti, explore quick-hit insights and executive perspectives on the evolving role of the CIO in financial services. The Modern CIO Dilemma distills key conversations into video briefings and podcast episodes. You’ll hear directly from finance transformation leaders on how CIOs are tackling today’s most pressing issues — from regulatory uncertainty to payment modernization. Whether you're rethinking your data architecture, implementing AI responsibly or preparing for the next compliance shift, this series brings clarity to complexity — fast.

Watch the series