‘Change begins with empathy’: BetStarters COO Glenn Debattista on overcoming resistance in fast-moving industries

Why do we resist change, even when it’s clearly for the better? This is the question that Glenn Debattista, Chief Operating Officer at BetStarters, recently explored in a reflective post on LinkedIn – a topic he’s been curious about since his student days, and one he has continued to witness unfold over two decades in business.

From new tools to fresh processes, change promises better outcomes and more efficient workflows. And yet, resistance often creeps in.

“It’s not because people are lazy or negative,” Mr Debattista emphasises.

“Resistance to change is human.” Drawing from both theory and practical experience, he highlights a few key reasons for this natural pushback: Uncertainty, disruption of comfort zones, and fear of incompetence. The latter is especially poignant – “What if I can’t keep up?” is a thought many may be reluctant to admit, yet one that frequently underpins resistance.

In the iGaming industry, where Mr Debattista currently operates, change is non-negotiable. With relentless competition and rapidly evolving technology, he notes that “staying still isn’t an option.” But acknowledging the necessity of change doesn’t make the process any easier.

According to Mr Debattista, the key lies in how change is introduced and managed. He outlines four strategies that have proven effective: Involving people early, clearly communicating the rationale behind the change, providing the right support, and celebrating small wins along the way. “People don’t buy into change,” he writes, “they buy into reasons for change.”

His approach is anchored in a belief that transformation is more than just implementation – it’s about empathy. Change doesn’t happen in isolation; it involves real people with real concerns. Making space for those concerns, and addressing them with care, can make all the difference.

As industries like iGaming continue to evolve at breakneck speed, leaders would do well to remember that behind every innovation, system, or strategic shift, there are individuals trying to make sense of it. And, as Mr Debattista reminds us, “transformation always begins with empathy.”