Change management and adoption
Change management and adoption
10 – 20 – 70
AI success: 10 % algorithms, 20 % technology and data, 70 % people and processes (BCG principle). The strongest adoption factor in the UK DBT study was the line manager’s attitude.
People’s fears and answers
| Fear | What to say |
|---|---|
| “It’ll take my job.” | what changes and where freed time goes – don’t lie |
| “I won’t be able to do it.” | training, champions, room for mistakes |
| “They’ll monitor me.” | clear rules – AI metrics don’t rate people |
| “The results are bad.” | feedback, a better use case, better data |
Good: IKEA (2023) – bot Billie handled 47 % of queries; 8,500 call-centre staff were retrained as design advisers. Bad: Klarna, Commonwealth Bank, Duolingo – “AI will replace people” messaging led to lower quality, backlash and U-turns.
Adoption playbook
- lead by example and talk about it,
- a champion in every branch,
- a prompt and agent library in Teams,
- 15 minutes at the team meeting: “what helped me”,
- a use-case-of-the-month competition,
- measure – from usage to value.
| 30 days | 60 days | 90 days |
|---|---|---|
| rules, champions, 1st use case | library, show-and-tell, measurement | evaluate, extend, 2nd use case |