AI and work: As technology evolves, so does company culture

By Peter Hogg

Artificial Intelligence is no longer a futuristic concept—it’s here, and it’s reshaping how businesses operate across the globe.

From automating customer service interactions to optimizing complex business processes, AI is transforming the workplace in profound ways. Generative AI technologies, alone, are expected to automate tasks that today consume significant portions of employees’ day-to-day work.¹

But the integration of AI is more than just a technological upgrade—it’s a cultural and organizational shift that requires new skills, mindsets and ways of working.

As AI adoption accelerates, the complexity of IT estates grows and requires robust management strategies to ensure seamless integration and operation.

I’ve seen firsthand how businesses can struggle with this transformation. It’s not just about implementing new technology—it’s about reshaping the way we work, the way we think, and the way we approach challenges.

The shift to AI-enabled work

Generative AI’s impact on productivity could add trillions of dollars in value to the global economy. McKinsey estimates that generative AI could add the equivalent of USD$2.6 trillion to $4.4 trillion annually across 63 use cases analyzed in their research.¹

The figures aren’t just a testament to AI’s potential—it’s a call to action for businesses to adapt or risk being left behind. As AI becomes more deeply integrated into the fabric of business operations, organizations must rethink traditional workflows and embrace AI-driven efficiencies.

However, the shift toward AI-driven work environments is not just about automation. It’s about enhancing human capabilities, allowing workers to focus on more strategic, creative tasks. In my experience, when AI takes over routine, repetitive tasks, it frees up valuable time for employees to innovate and tackle more complex challenges. This is where the real value of AI lies—not in replacing human workers but in augmenting their abilities and enabling them to contribute more meaningfully to the organization’s goals.

Employee concerns

With all its potential, AI also brings challenges that businesses must carefully navigate.

While AI promises improved performance and more informed decision-making, it also raises concerns about job displacement, ethical implications, and the need for new performance metrics. These concerns are valid, and they underscore the importance of fostering a culture of responsible AI use.

This means prioritizing transparency, accountability and ethical considerations in every AI initiative.

Data governance priority

Successfully implementing AI is about more than just technology. It’s about optimizing the employee experience and productivity. One of the key challenges I’ve observed is the need for robust data governance practices.

AI systems are only as good as the data they are fed, which makes accurate, secure, and compliant data management critical. This involves not only technical solutions but also a deep understanding of regulatory compliance, particularly in areas like data privacy and AI ethics.

Tracking ROI is another essential component of any AI initiative. Businesses need to measure the impact of their AI investments to ensure they are achieving the desired outcomes. This requires a thoughtful AI adoption strategy that balances technical prowess with user-friendly features, making AI tools both powerful and accessible to end-users.

Effective change management is also vital. Without it, even the most advanced AI tools can fail to gain traction within an organization. Aligning employees with new AI-driven processes is key to overcoming adoption hurdles and ensuring long-term success.

Higher-value activities

Generative AI tools empower employees by automating routine tasks, allowing them to focus on higher-value activities. When a leading logistics provider deployed a generative AI customer service assistant, it was able to boost the productivity of customer service teams and reduce customer response time from hours to minutes.

AI tools don’t just automate—they elevate. By providing intelligent suggestions and automating repetitive processes, AI enhances the quality of work and contributes to a more engaged and empowered workforce. As organizations adopt these tools, they can expect not only increased efficiency but also a more motivated and innovative workforce.

Successful outcomes

Generative AI adoption requires a considered, strategic approach. This isn’t a race, it’s a journey. And with a sound strategy, enabled by the right partners, your journey can drive successful outcomes for your business.

Peter Hogg is Associate Practice Leader of Apps, Data & AI for Kyndryl ANZ

1  The economic potential of generative AI. McKinsey. June 2023