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AI in the workplace: why change management should be a priority

AI’s rise in the workplace is more than a technological advancement; it’s set to fundamentally change the way we work. But, given our tendency to resist change – especially when it feels imposed – that increased AI adoption might also trigger emotional reactions and create resistance.

June 17, 20253 Minutes to Read
Thoughtful professional at desk, representing the human side of AI in the workplace and effective change management.
With insights from
Image of Dunja Stanivukovic, Lead Delivery Manager at Zuhlke

Dunja Stanivukovic

Lead Program Manager AI & Digital Transformation
Andrija Ljubojevic

Andrija Ljubojevic

Principal Software Engineering Consultant

Gartner research confirms that employees' reactions to AI are incredibly mixed – including everything from excitement and enthusiasm to fear over job security. The challenge for organisations, then, is to understand employee concerns and motivations alike, and to create a safe space for people to explore AI in the workplace. One where everyone feels empowered to adopt new workflows and take advantage of AI’s full potential.

AI transformation triggers a full spectrum of emotions: from fear and scepticism to curiosity and excitement. The real challenge isn’t the technology, but guiding teams across that emotional terrain, building a bridge from familiar routines to a future where working side by side with AI is not just accepted, but expected.

– Andrija Ljubojevic, Principal Software Engineering Consultant, Zühlke

But how can you inspire employees to embrace AI in the workplace responsibly and effectively? How do you equip people with the right AI-enabled skills, experiences and mindset? And how can you design a working environment that removes friction and sustains new behaviours?

Why AI in the workplace is a net positive

To shift emotions from fear to curiosity, we must first spotlight how AI meaningfully empowers people and teams. 

Here are four key ways AI acts as a catalyst for progress:

  • AI frees up time and fuels innovation: By handling repetitive tasks and speeding up iteration, AI gives people more time to think strategically and test ideas more freely – making innovation part of everyone's day job.
  • AI enables faster, better decisions: AI's ability to rapidly process vast amounts of data helps teams act with greater speed and confidence, with decision-making grounded in insight.
  • AI speeds up learning: Tools like code copilots or design assistants serve as on-the-job mentors, helping people learn in real time and rely less on formal training.
  • AI drives inclusivity: From supporting multilingual teams to assisting those with disabilities, AI plays a powerful role in making workplaces more accessible and equitable.

When these benefits are paired with human-centred change, AI becomes a purposeful lever for transformation.

The Switch framework: Rider, Elephant, Path

Chip and Dan Heath's three‑step framework to change is an excellent starting point when it comes to making people-first transitions. In their book 'Switch: How to Change Things When Change Is Hard', they argue that real transformation relies on three interlocking elements:

  • Your rational "Rider," guided by clear direction
  • Your emotional "Elephant," fuelled by genuine motivation
  • The surrounding "Path" (or environment), which must be curated to make new behaviours the obvious choice.

Let’s unpack each element – alongside specific tactics – with real examples from Zühlke's own AI transformation…

Visual framework for change management based on "Switch" by Chip and Dan Heath, showing three pillars: Direct the Rider (rational mind), Motivate the Elephant (emotional mind), and Shape the Path (situational environment), each with actionable steps.

1. Direct the Rider

  • Point to the destination

    Defining a shared vision for why we need to change is the start of any big transformation. What’s often missed here is the continuous reinforcement that ensures everyone understands the direction and desired outcomes. That’s what keeps people aligned, even amid shifting priorities.

    At Zühlke, we continually leverage various channels as part of our engagement strategy. Through 1:1 discussion, management and team meetings – as well as newsletters, town halls, knowledge exchange sessions and team offsites – we consistently communicate why AI matters and how it aligns with our strategy, values and long-term goals. We make sure everyone understands not just the tools, but the purpose behind the transformation.

2. Motivate the Elephant

  • Find the feeling

    Emotional engagement drives people to act. So illustrating how AI can free them from mundane tasks will make the transformation personally relevant.

    At Zühlke, we frame AI as an enabler for creative, high-value work. We share employee experiences where an AI application eradicated repetitive tasks and freed people up to focus on strategy and client relationships, while always underscoring the key benefits.

3. Shape the Path

  • Tweak the environment

    The right policies and processes clear the path for change, removing friction, reducing fear and making new behaviours feel safe and easy.

    At Zühlke, we carefully curate an environment that makes change easy. Our Responsible AI policy removes ambiguity, giving employees clear guardrails to experiment safely. To transition our sales and delivery teams to this new way of working, we also provide guidance on initiating client conversations about AI, incorporating AI adoption clauses in contracts and supplying them with best practice guidelines and case studies. In an ever-changing AI landscape, it can be difficult to lock definitive guidelines into place – so we keep evolving ours. 

Human-centric change: Turn theory into practice

Real, lasting change starts and ends with people. AI transformation isn’t just a tech upgrade, but a profound shift in how people work, think, and feel. Leaders must take responsibility not only for the success of the tools, but for the readiness and well-being of the people who power them. If AI succeeds, it will not be because it's smart but because people are ready to make it work. 

“Tech advancements often steal the spotlight, but it's people – their mindsets, behaviours and environment – that make or break success. Without a human-centred change strategy, even the most sophisticated AI solutions can underdeliver or outright fail.”

Image of Dunja Stanivukovic, Lead Delivery Manager at Zuhlke
Dunja Stanivukovic

Lead Program Manager AI & Digital Transformation, Zühlke

That's why change management must be a core pillar of any AI strategy and not simply an afterthought. The first step? Ditch the tech roadmap and start with the people behind the processes – it’s important to prepare them to travel the path ahead.

That means:

  • Stay grounded: Cut through the hype with a pragmatic approach that focuses on real value and emotional readiness.
  • Clarify the "Why": Consistently communicate the purpose. Help employees see what's in it for them by connecting AI initiatives to meaningful outcomes like greater impact, more creative work and career growth.
  • Equip your teams: Invest in upskilling and hands-on experimentation to build confidence and competence.
  • Acknowledge emotions: Recognise excitement and fear equally. Addressing them openly builds trust and momentum.

Ready to put people at the heart of your AI journey?

Reach out to our experts and let’s script the critical moves together.

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