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The human-AI partnership: Fostering change in the organizational workforce

Published: October 16, 2023
Updated: October 16, 2023
Article

The undeniable impact of innovation and digital transformation has prompted businesses of all sizes and types to embrace change and seize opportunities. Among these innovations, generative AI (GenAI) stands out as a powerful tool for revolutionizing business operations and driving efficiency. However, the successful integration of GenAI into everyday work hinges on more than just cutting-edge technology; it requires a fundamental shift in the mindset and behaviour of employees.

Embracing GenAI necessitates a significant cultural shift within an organization. As businesses embrace it for optimized and accelerated efficiency, innovation, and processes, understanding the human dimension of this transformation becomes paramount.

Equipping corporate leaders with the knowledge and strategies to cultivate an environment of receptiveness and enthusiasm, while also demonstrating support for change adoption of GenAI usage practices is essential. This article aims to facilitate the synergetic relationship between humans and AI, ultimately driving business success.

Mindset shift: From skeptics to advocates

As business leaders embrace the benefits of GenAI and propel themselves into the digital age, they often encounter a significant hurdle - employee skepticism. 

Embracing GenAI will require a holistic shift that encompasses every individual within an organization, while also striking a delicate balance between addressing concerns and showcasing the advantages of incorporating GenAI use into an employee’s day-to-day. 

Here are some key reasons why employees may seem skeptical about GenAI:

Perhaps the most significant fear surrounding GenAI adoption is the potential impact on job security. Employees worry that it might replace their roles or render their skills redundant.

One of the most common reasons for skepticism among employees is the fear of data breaches and privacy infringement. As GenAI heavily relies on data processing and analysis, employees might worry that sensitive information could be misused or fall into the wrong hands.

Some employees may not fully understand how GenAI works or haven’t had an opportunity to research or try some of the tools. The perception of GenAI as a complex and mysterious technology can make it seem intimidating, leading to skepticism.

Depending on GenAI systems, without a full understanding of how to ensure quality and accurate outputs can add to the problem. This uncertainty becomes even more daunting if GenAI usage turns into a mandatory requirement for certain job roles, causing apprehension among the workforce.

The development of GenAI raises ethical questions about the boundaries of machine intelligence and its potential impact. Employees may be apprehensive about the consequences of creating highly autonomous and powerful GenAI systems.

Paving the way: Build up your workforce capability

"When employees feel informed, supported, and empowered, the transition from an AI-curious organization to an AI-adopted one becomes smoother and more rewarding for everyone involved."
Carmelina Calarco, Senior Manager, People Advisory

It is essential to carefully strategize how to introduce transformative technology to your employees. Implementing GenAI successfully requires a well-thought-out change management approach that addresses potential skepticism and resistance. 

Before rolling out GenAI onto your work processes, consider tapping into these fundamental strategies:

First and foremost, it is imperative that all leaders within your organization are aligned on the purpose and potential benefits of GenAI adoption. A compelling vision should be established, clearly articulating the objectives of integrating GenAI technologies. This vision must be communicated effectively to all levels of the organization to garner support and generate enthusiasm among employees. 

Mere promises of GenAI benefits are often not enough to convince employees of its value. To drive acceptance, organizations should showcase real-life examples of how applying GenAI has already benefited similar businesses. Demonstrating the positive impact of GenAI through case studies and success stories helps employees visualize the possibilities and understand how it can augment their work rather than replace it.

This can also be done by showcasing productivity within the organization. Implementing pilot GenAI projects showcasing tangible benefits can be a powerful proof of concept. These early successes can create a ripple effect, inspiring more employees to adopt and engage with GenAI technologies.

To minimize resistance and foster a sense of ownership, employees need to understand the personal value they can gain from GenAI adoption, answering the key question of: What’s in it for them? 

Highlighting how GenAI will streamline tasks, enhance productivity, and enable more meaningful and strategic work can alleviate anxieties related to job displacement. Employees are more likely to embrace change when they recognize how GenAI can improve their own efficiency and professional growth.

To learn more about the BDO formula for leading effective organizational transformation, read our previous article: 
Effective change management: Decoding organizational transformation

Embracing change in the way one works is an ongoing process that requires consistent reinforcement. Frequent and transparent communication is essential to keep employees informed and engaged throughout the GenAI rollout. Leaders should continue to promote GenAI initiatives, share success stories, and recognize early adopters. Encouragement and support for employees who embrace GenAI will create a positive environment that fosters innovation and continuous learning.

Embracing AI often involves trial and error; not all GenAI initiatives will yield immediate success. Encouraging a culture of experimentation allows employees to explore technologies without the fear of failure. Creating a safe space for trying new GenAI-driven approaches and learning from mistakes enables the organization to uncover novel applications and build confidence in GenAI capabilities.

When introducing GenAI, some employees may feel uncertain or encounter challenges in adapting to the new technologies. Establishing support structures such as training programs, workshops, and mentorship opportunities ensures that employees have the resources they need to upskill and feel confident in their GenAI-related tasks. Encouraging peer-to-peer learning can also facilitate knowledge sharing and enhance collaboration.

To reinforce the importance of GenAI adoption, organizations can also incorporate GenAI-related key performance indicators (KPIs) into their performance evaluation processes. Linking GenAI goals with individual and team KPIs incentivizes employees to actively participate in the transformation and aligns their efforts with the broader organizational objectives.

By planning and executing a holistic roadmap of continuous communication, and iterating these strategies as employees need, organizations can create a receptive and engaged workforce that embraces Gen AI as a valuable tool rather than a threat. 

GenAI use case

In a real-life application of GenAI, we utilized Chat GPT to promote a new health and wellness program to attract and retain employees in a financial services organization. Within seconds, the tool provided valuable insights, including program name suggestions, defined objectives, and effective strategies.

Going even deeper, we sought to establish a reasonable timeline with a kick-off date of January 1, 2024. The tool responded by generating a comprehensive week-by-week schedule, incorporating all the relevant details we had previously provided about the program. Finally, we requested a communications plan with the copy required to announce the program within the organization through email, and it also generated the requirement as prompted.

The key takeaway here is to emphasize the substantial efficiency gain with GenAI tools, rather than solely advocating for their capabilities and agility. At BDO, our teams can assist you in capitalizing on this opportunity. While these tools excel in unveiling business requirements and reducing uncertainties, our team can also operationalize your plans and put them into action. By streamlining the program development and planning process, your employees can reap the benefits of efficiency while compounding it with the invaluable human aspect of any task at hand.

How BDO can help

Successfully navigating innovation through periods of accelerating change can prove to be a multifaceted and demanding endeavour. Our team of experienced consultants specializes in facilitating change management programs and enabling your organization to embrace GenAI. 

By collaborating closely with your organization’s leadership teams, we aid in crafting comprehensive strategies while also providing insightful evaluations and meticulous planning for a seamless transformation.

For more information, please contact:

Carmelina Calarco
Senior Manager, People Advisory
613-690-2971

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Marc Fournier
Partner, Public Sector Strategy & Transformation and People Advisory
613-780-6455

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