Many organizations mistakenly believe their digital transformation is successful based solely on dashboard metrics, overlooking a critical leadership blind spot.

• Dashboards often show positive activity (e.g., green lights, upward trends) but fail to measure user confidence or emotional connection with digital services.
• This disconnect can lead to stalled adoption and customer abandonment, even when systems appear to be functioning well.
• Dr. Kiburu emphasizes that building trust with customers through engagement and support is crucial for sustained digital success, acting as an early warning system that metrics alone cannot provide.