A typical workforce in an organization will have their employees falling into most of these age segments:-
Baby boomers - 1943 and 1960
Generation X - early-to-mid 1960s to the early 1980s
Millennials / Generation Y - early 1980s to the mid-1990s and early 2000s
Generation Z - mid-1990s to the mid-2000s
On the other hand, the Product vendors or Consulting firms responsible for digitizing or digitalizing for a Client by introducing their products/ custom-developed applications aim to focus on either the problem or the Business function/ role they are required to solve.
In parallel, the way enhanced digital marketing (and nowadays omnichannel support) works is that it aims to personalize a firm's message to its prospects/ customers on the platform they prefer.
So why is there so much focus on the channels and personalization of messaging in these areas? Typically, for customer acquisition and retention - ( in other words, Business adoption, and sustenance).
On similar lines, switching back inwards to understand the problem of Software adoption by employees, the areas that don't get factored in the assessment are:-
Age segment of users
Preference of UX
Adoption of a digital process/ software (that is typically aimed at improving or enhancing the Business on particular lines) depends very heavily on the users aligned to use it. Anything less than 100% adoption will only lead to hidden issues, data, and process debts and non-robustness of the applicability.
To avoid getting into situations like these that may lead to another set of problems, the vendors/consultant firms should personalize the solutions on UX more and this could vary in more than one ways eg:-
Users preferring desktop apps should be provided use of the new software using that platform. Some may prefer a chatbot or Mobile app experience, while some web, some may prefer voice interactions, a small segment may choose to go the textual way, or prefer an Excel as front end tool to interact with the new software.
Keeping all the prominent user touchpoints in mind, the software development firms should focus on personalizing these UX to take the software adoption as high as possible.
Hence the essential doesn't lie in building the solution conforming to the needs of the business but also being mindful of its adoption by its employees.