Generative artificial intelligence (gen AI) represents more than just a technological advancement; it offers an unprecedented opportunity to fundamentally rethink how organizations operate. Instead of simply automating existing processes, forward-thinking organizations are reimagining entire domains of work. This requires fundamentally rethinking how value is created and delivered, and it can only be realized through a bold, strategic approach to change management.
To fully harness the power of gen AI, organizations must recognize that technology alone is not enough. While employees are already ahead in experimenting with and understanding gen AI, organizational systems often lag behind. One way companies can start to catch up is through a thoughtful change management plan to enable and sustain the use of gen AI.
Drawing on insights from first movers, we have identified four critical strategies that form the foundation for embedding gen AI within an organization. These can help foster a resilient, adaptive culture that not only withstands but thrives amidst rapid evolution.
- Reframe gen AI as enabler of human potential
Reframe gen AI as a tool that enhances, rather than replaces, human potential. Resistance often arises from fears of the unknown. Clearly communicate that it will augment work in a way that empowers employees to focus on higher-value activities. This shift in narrative reduces resistance and positions AI as a catalyst for career growth.
Additionally, sharing real-world examples of how AI has been able to truly augment workflows and drive significant business outcomes can demystify it, make it relatable, and inspire employees to embrace its potential.
Acknowledging technology’s challenges and limitations, and inviting employees to help refine, can foster ownership and trust. This transparency can help deepen commitment as well, as employees see themselves as active participants in shaping the AI-driven future.
- Gain insight from resistance
Resistance is often perceived as a hurdle, but it can be a crucial source of insight when approached strategically. Engaging non-adopters early in the gen AI journey can help identify and address potential biases and resistance points before they escalate. These critical voices often surface challenges that early adopters might overlook, providing valuable feedback that can enhance and refine deployment.
Resistance can also ignite innovation. Non-adopter skepticism pushes teams to think more critically about limitations and potential risks, often leading to creative solutions. Moreover, when non-adopters see their concerns genuinely considered and addressed, they are more likely to become advocates, helping build a more cohesive and committed workforce.
- Prioritize human skills
The real game-changer in gen AI adoption lies in cultivating human skills. Adaptability, creativity, and problem solving enable harnessing AI in innovative ways to drive meaningful and sustainable impact.
To fully capitalize, actively engage with AI projects to understand how employees interact with and use the technology, then prioritize skill development where humans and AI intersect.
Fostering a culture that embraces experimentation is key. Encourage employees to explore AI tools in low-entry hurdle environments—by helping draft emails or search for travel options, for instance. Low-risk experimentation allows for demystification of technology, quick successes, and in case of “failure,” an opportunity to learn. This experimentation may not drive substantial, direct value to the organization, but the indirect effect of reducing fear and supporting creativity is important.
- Measure what matters
Effective gen AI integration requires robust support structures that drive adoption and value. Empower champions to customize solutions to team needs and provide on-the-ground support, which can accelerate adoption by ensuring the technology is woven seamlessly into daily workflows.
In tandem, establish a Center of Excellence (CoE) as a catalyst for sustained change. A CoE centralizes expertise, codifies best practices, and aligns AI initiatives with broader organizational objectives. Beyond facilitating implementation, a CoE can help drive innovation by capturing and disseminating insights across the organization, ensuring that successful approaches are scaled.
Strategic measurement is another cornerstone of effective gen AI adoption. Tracking metrics, such as usage rates, retention, and user feedback, provides a nuanced understanding of utilization, where friction points exist, and the value of the technology. This data-driven approach allows for real-time adjustments to ensure that adoption translates into tangible business outcomes. It also enables the identification of super users, who can help refine the approach and serve as advocates.
As organizations navigate their gen AI journey, reimagination and transformation are imperative. Employees are already pushing the boundaries of what’s possible. Organizations where leaders act as true role models for human-centric leadership in an age of AI will deliberately channel this employee momentum, embrace change as a strategic enabler to address the systemic changes required for full adoption, and therefore pioneer in the AI-driven future.