Purpose: The rapid development of technological innovations is causing major transformations in organisations. These changes are facilitating the transition of organisations from traditional to digital cultures and are influencing the positioning and even the survival of many of them. Higher Education Institutions are no exception. This article aims to understand the main factors that facilitate and drive this transformation from the point of view of their external stakeholders. Design/methodology/approach - Due to the complexity of the study, the case study method has been used as an appropriate methodology. Findings - As the results of the study show, the use of new agile methodologies, the development of continuous improvement processes, the automation of tasks with the use of new technologies, data-driven decision making, and the management of new digital talent are enablers. Research limitations/implications - Further research could conduct similar analyses with other stakeholders, to achieve a complete management model. Practical implications - The case study allows researchers to learn from practitioners and business leaders, while providing a theoretical model that can help other managers in the process of transforming their organisations. Originality/value - The main contribution of this study has been to apply the study to a specific Higher Education Institution.