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Nobody wants disruptions — big or small — to how they work. Yet some level of disruption is inevitable when introducing new technology, especially artificial intelligence (AI).
As Booz Allen Hamilton reports, AI is a “much more fundamental and far less familiar shift from the status quo.” Thus, it’s no surprise that AI initiatives often receive a mixed reaction.
Some team members may be excited to try AI capabilities. Others may view AI as risky, too disruptive, and inefficient — even scary if they think it could make them obsolete. Without the right change processes in place, even the best AI solution can falter during rollout.
That’s why leaders must do more than drive interest and adoption. They need structured processes to guide their teams — step by step — through the transformation. That’s where AI change management comes in. Without it, your people are more likely to struggle, and your AI initiative is more likely to fall short.
The good news? We’re here to help. Below are four actionable ways to lead AI adoption in your financial institution and build a strategy that keeps your teams aligned, engaged, and confident.
It may feel basic, but the right communication strategy helps you mitigate risk during change management while also creating buy-in and building excitement around the project. This is especially true when managing a digital transformation that involves AI algorithms, enterprise AI solutions, or other advanced AI tools.
A communication strategy doesn’t merely inform people about changes — it invites people to participate and gives them a sense of ownership and community. Start your communications before your project launches so teams don’t feel blindsided by new information or workflows at the same time.
Think about your institution. Each team and stakeholder cares about different outcomes. For example, your call center team cares about answering questions quickly and correctly. Human resources focuses on successful onboarding and ongoing training activities. Your operations workers are plugged into regulatory compliance and risk management. So, when you think about how to message and talk about a new AI-supported workflow, process, or technology at your company, you can’t communicate to all of them with the same message.
Instead, craft a unique message for each impacted team. Here are some best practices to keep in mind:
Ultimately, embracing a management strategy that prioritizes open communication paves the way for a smoother transition. Better yet, it builds a foundation for responsible AI practices within your organization long into the future.
People will usually get excited about eliminating the mundane, stressful, or overly complicated parts of their job, even if it does mean changing their workflows. The right communications strategy will do a great job of telling people what to expect and start to create excitement. Once you’re ready to launch your new AI solution or workflows, show your teams how it will improve their lives in a way that reflects your initial communications strategy.
Here are some steps to get started:
Establishing AI ambassadors accomplishes a few key things for you:
When these ambassadors can demonstrate how agentic AI or AI-powered tools support everyday tasks, it fosters a more open mindset among team members who might be resistant. This ambassador program can also enhance your change management process by advocating for a cohesive approach to implementing AI, ensuring that change leaders and change practitioners are equipped with real-world feedback from pilot participants.
By this point, your teams know what to expect, and your AI ambassadors have already validated the value of the new workflows. That puts you in a strong position for rollout, but it’s still important to take a phased approach.
Launching too quickly or all at once can overwhelm both employees and customers, increasing the risk of confusion or pushback. When executing in phases, your staff and customers are more likely to be comfortable and confident in the new workflows before moving on to the next.
Be sure to align your new workflows with specific targets and key performance indicators. That way, you can point to real improvements and change so the next phase can be met with more excitement. This type of project management approach helps the change manager track progress, measure AI outputs, and maintain a steady path of continuous improvement.
The same goes for your customers. As you slowly introduce valuable changes that improve their experience, they won’t feel disrupted or averse to future change. Even the most change-averse on your team, or in your customer rolodex, will come to embrace change if they can see the proven improvements to back it up. By sharing the clear benefits of your AI system or enterprise AI platform, your organization can further ensure everyone feels the positive impacts.
Not all AI solutions are built the same, and not all vendors provide the same level of support. If you’re partnering with the right vendor for your new AI-driven technology or workflow, you won’t be alone in change management. Ask your partner for best practices, recommendations, and guidance on the best way to roll out changes or which workflows make sense to start adapting. The right partner can help you with your communications strategy, working with your AI ambassadors, and onboarding strategies.
A trusted AI partner can also guide you through responsible AI practices and governance considerations, ensuring you adhere to compliance standards and ethical guidelines. With their expertise, you can better coordinate AI deployment, monitor AI-driven insights, and refine your change process over time.
For example, Posh’s Partnership for Life Promise commits to ongoing support, continuously meeting with you to provide insights and consultative guidance on future optimizations and additional opportunities based on market developments. Together, we build out an AI roadmap that aligns to your unique needs and business goals – as well as adapting to changes in the financial industry, such as regulations or compliance.
Ultimately, this collaborative management strategy sets the groundwork for AI transformation that benefits employees, customers, and stakeholders alike.
Ready to embrace change? Take a platform tour and see how Posh helps financial institutions implement AI with clarity, confidence, and real results.
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AI Adoption in Banking: Why Financial Institutions Can’t Afford to Wait
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