Editorial
Artificial intelligence is a foundational game changer for the workplace. Every company is looking at how AI can work for them. Customer service and experience programs are already implementing changes that affect how we work, how we service customers and how we think about support. Businesses are also racing to find opportunities to implement and manage AI for cost and operational savings. Managers are looking for ways to leverage AI for their training and other employee engagement opportunities.
However, this scale of change has a significant impact on employees. A Salesforce internal survey highlighted that only 54% of employees believe that AI will advance their career, with 62% stating they don't have the skills to effectively and safely use the technology.
As employee experience (EX) leaders, we need to consider how to manage the EX of these AI programs. Nailing the execution and change management will ensure we don't lose the engagement of our employees along the way.
Why We Need Change Management With AI
The integration of AI programs impacts workflows, job roles and the overall organizational culture. Companies need to prepare their teams with a clear roadmap for implementation, as this transformative process demands a hands-on learning and marketing approach. Change management plays a pivotal role in this journey, mitigating resistance, maximizing adoption and achieving desired outcomes.
Let’s define some of the core change management standards that can help us ensure a smooth transition and successful integration of both AI technologies and mindsets.
A compelling vision: Before diving into AI implementation, define the story: what are the goals and roadmap? Why is this change necessary? What are the common gains (for the business and the employees)? The strategy should encompass a clear vision, goals and communication plan. It's crucial to define the “why” behind AI adoption, articulate the benefits and outline how it aligns with the company's long-term objectives. Employees need to feel that they are part of the process, not just the victims of it.
Empathetic leadership: Empathetic leadership is fundamental in driving change. Leaders should champion the AI initiative, sharing its value and addressing concerns early and often. Transparent and consistent communication is vital in ensuring that employees understand the purpose, benefits and impact of AI on their roles and the organization. Consistent language and shared purpose can help employees feel connected to the change, and better understand what their role will be.
Employee involvement and training: Involving employees from the early stages of AI implementation fosters a sense of ownership and eases the transition. Conducting training programs to upskill and reskill the workforce helps in preparing them for the changes brought by AI. It's essential to demonstrate how AI will augment, not replace, human capabilities.
Related Article: How Companies Can Get Employees on Board With the New Wave of AI
Implement AI with an EX and Change Management Lens
The change must start with your culture. Creating a culture that cultivates change involves instilling a growth mindset and encouraging innovation. Employees need to perceive change as an opportunity for growth rather than a threat to job security. Recognize and reward adaptability and creative problem-solving. Do your employees feel that they can ask questions? Can they request additional training? Do they see opportunities in the new world? These are the kinds of questions leaders need to ask to ensure employees are emotionally prepared and learning the right skills to adapt to their new roles. Some other tips include:
Anticipating and addressing resistance: Resistance to change is natural and fear is to be expected. Identifying potential sources of resistance early on and addressing concerns is key. Leverage your listening platforms to understand what is driving that fear and where that resistance is located. Understanding that there are certain roles that are more impacted than others can help prioritize where additional dialogue, deeper training and skill development is needed. Most importantly, for any employee segment, your leadership and communications should continue to show empathy and understanding towards those who might feel anxious about the changes.
Piloting and taking an iterative approach: Implementing AI in phases or through pilot projects allows for learning and adjustments before full-scale deployment. It helps identify potential challenges and fine-tuning the implementation strategy based on real-time feedback.
Tracking and evaluating change metrics: Establish aligned business, customer and employee metrics to assess the impact of AI implementation on various aspects of the organization — productivity, efficiency, employee satisfaction, training and skill needs, etc. Regularly evaluate these metrics to gauge the success of the change management strategy and the AI program itself.
Related Article: Communicating Change: Overcoming Resistance With Empathy
Showing Employees the Benefits
As the AI initiatives across the organization are defined, a separate program needs to be developed to support employees, using the same marketing and change management mindset. A few key opportunities to lean in to help support employee adoption and attitudes to the changes include:
Enhanced efficiency and productivity to help employees with their workload: AI can significantly improve operational efficiency and boost productivity across various departments. According to a report by McKinsey, AI technologies have the potential to automate up to 45% of the tasks currently performed by employees, leading to a potential 20%-25% increase in productivity.
Employers should help implement AI-driven tools and automation in routine tasks to free up employees' time for more strategic and creative work. Encourage employees to upskill and reskill to leverage AI tools effectively.
Personalized employee development: AI can facilitate personalized learning and development opportunities for employees, aligning with their individual career goals and skills. Deloitte's Global Human Capital Trends report highlights that 86% of respondents believe that providing personalized career development is important and AI can play a crucial role in achieving this personalization.
Implement AI-driven learning platforms that analyze employee skills, preferences and career aspirations to recommend personalized training programs. Communicate the benefits of continuous learning and skill development to employees.
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Improved employee engagement and well-being: AI can be used to enhance employee experience by providing real-time feedback, predicting employee burnout and fostering a healthier work environment. Gallup's State of the Global Workplace report indicates that organizations with high employee engagement are 21% more profitable. AI tools can contribute to creating a positive work culture by implementing AI-driven employee engagement tools that gather feedback, monitor well-being and provide actionable insights to improve the work environment. Emphasize the role of AI in promoting a healthy work-life balance.
AI will change everything — that much we know. There are, however, significant opportunities to enhance the overall employee experience by improving efficiency, personalizing development and fostering engagement. Change management and a real employee experience mindset serves as the guiding force, ensuring a seamless transition and maximizing the benefits of AI adoption, while nurturing a workforce that welcomes innovation and transformation.
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