35: Why Scaling a Company Feels Impossible (And How to Do It Anyway) with Kevin Howren

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Kevin Howren is the Chief Product and Technology Officer at NPACT, where he has led major organizational changes, doubling the customer base and scaling SaaS assets under management from $50 billion to over $100 billion.



In this episode, you're going to learn why managing change is more about people than processes, how to overcome resistance and build trust in an organization, the key to keeping momentum during long-term transformations, how to make tough personnel decisions while maintaining morale, and why knowing when to stop making changes is just as important as knowing when to start.

With over 25 years in technology, Kevin Howren has consistently driven transformative change through deep technical expertise and strategic vision. His career has been shaped by a commitment to innovation, operational excellence, and building high-performing teams, turning complex challenges into opportunities for growth.

He has led the post-acquisition transformation of NPACT, guiding engineering, product, AI, and infrastructure teams to achieve remarkable results. This includes doubling the customer base and increasing SaaS assets under management from $50 billion to $100 billion. His approach has always been centered on aligning technology and business strategies, ensuring that every decision supports long-term growth and sustainability. Whether modernizing the technology stack, enhancing cross-departmental collaboration, or mentoring senior leaders, his focus remains on driving continuous improvement and delivering value to the organization and its customers.

Before NPACT, he served as Head of Client Technologies at BBC Systems, where he oversaw the development and transitioning of key products and technology infrastructure, managing UI/UX engineering and product teams to enhance user experience and streamline operations. One of his key achievements was reducing production rollbacks by 78% through implementing innovative development processes and adopting modern technologies.

Timestamps:

[00:00] Introduction

[02:10] Doubling the customer base and scaling SaaS assets

[03:15] The biggest challenge in change management

[04:02] Why small wins matter more than big changes

[05:20] Keeping momentum during long-term projects

[06:18] Handling unexpected challenges in transformation

[07:30] The role of people in organizational change

[08:45] Managing resistance and trust in leadership

[09:50] How to navigate layoffs and team restructuring

[11:05] The importance of redeploying talent

[12:30] Avoiding morale issues during transitions

[13:45] Why rushing changes can backfire

[14:55] Balancing process, technology, and people changes

[16:02] The impact of company culture on change

[17:15] Why some changes fail despite careful planning

[18:30] How to prioritize changes effectively

[19:45] Building trust through early wins

[20:55] Involving teams without slowing decisions

[22:10] The importance of leadership accountability

[23:20] Predicting how change will unfold

[24:35] Why honesty about difficulties builds trust

[25:45] Learning from failures and moving forward

[26:58] Recognizing signs of change fatigue

[28:05] How to slow down change to prevent burnout

[29:15] Making change stick before introducing new changes

[30:25] Celebrating wins to reinforce progress

[31:40] Avoiding unnecessary changes

[32:50] Recognizing when it’s time to stop making changes

[34:05] How company culture shapes change success

[35:20] The role of communication in keeping teams engaged

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