Why your employees aren’t hearing you on GenAI transformation

Imagine a new technology poised to transform your organisation – but its success hinges not only on the technology itself, but on how effectively it’s communicated. That’s the reality for companies adopting Generative AI, writes Dr Gleb Tsipursky.

As organisations navigate the complexities of integrating these powerful tools, one truth becomes clear: communication is not an afterthought – it is the linchpin. Relying solely on emails or a single communication method risks leaving employees confused or disengaged. To bring everyone on board, leaders must employ a multichannel communication strategy tailored to diverse preferences, fostering clarity, trust, and excitement.

Meeting employees where they are on GenAI transformation

Employees process information differently. A one-size-fits-all approach won’t cut it. For some, face-to-face interactions or virtual meetings offer the best format for engaging directly with leadership. These sessions allow for real-time clarification and active participation.

Picture an employee curious about how GenAI will affect their role: an open dialogue in a meeting provides not only answers but reassurance. Leadership also benefits by gauging sentiment and adjusting messages accordingly.

On the other hand, many employees prefer digesting information on their own schedule. Written communications like emails or newsletters are invaluable here, delivering updates with precision and offering a reference point for the future.

A monthly newsletter showcasing GenAI success stories – such as how customer service automation boosted response times – keeps employees informed and motivated.

Then there’s the company intranet. A centralised hub for GenAI updates, training resources, FAQs, and project milestones, the intranet ensures that every employee has a reliable place to turn to for details. Self-service portals empower employees to find answers on their own, reducing confusion while reinforcing transparency.

By addressing varied preferences, organisations create a communication ecosystem that resonates with everyone.

The power of consistency in GenAI transformation

Effective communication is as much about how you say something as it is about what you say. Mixed messages or misaligned updates can quickly derail trust and engagement. Consistency is crucial, ensuring that employees hear a unified voice across all channels.

When leadership announces the successful rollout of a GenAI-driven tool in a town hall, that message must echo in follow-up emails, intranet updates, and newsletters.

For example, consider a company implementing GenAI tools to streamline project management. Leadership might present an overview of benefits in a video update, while the intranet hosts detailed step-by-step guides and case studies showing how the tools improve productivity.

Employees access different formats, but absorb the same key information.

This cohesion builds trust. Employees see that leadership is aligned, reinforcing the credibility of the GenAI initiative. Moreover, the messaging should be transparent.

If setbacks arise, acknowledging them openly – and explaining how they will be addressed – can strengthen, not weaken, employees’ trust in the process.

Creating 2-way conversations about GenAI transformation

Communication is about encouraging dialogue. GenAI initiatives are complex, and employees need opportunities to ask questions, voice concerns, and share insights.

A live Q&A following a webinar allows employees to clarify uncertainties immediately, while feedback surveys after meetings or email updates create avenues for quieter voices to be heard.

Take an example of a company rolling out a GenAI-driven customer engagement platform. After introducing the system in a department-wide meeting, leadership followed up with a survey asking for initial impressions and questions. Employees raised concerns about potential workflow disruptions, prompting leadership to schedule targeted training sessions. This back and forth strengthened buy-in and ensured that employees feel included in the process.

Interactive elements on the intranet, such as discussion boards, further encourage collaboration. Employees can share tips, seek guidance, discuss managing risks, or troubleshoot problems together, building a sense of community around the new technology. By prioritising feedback loops, organisations demonstrate that they value employee input, creating an inclusive environment essential for a smooth GenAI transition.

Client case study: Building a custom strategy for GenAI transformation

In my role as a consultant, I’ve seen firsthand how tailored communication strategies make or break GenAI initiatives. One memorable project involved partnering with a healthcare organisation integrating AI-driven diagnostics. Employees initially expressed scepticism, fearing job displacement and a loss of autonomy.

The leadership team and I developed a multi-pronged communication plan. First, we held town halls to address concerns transparently, explaining how the AI tools would augment rather than replace human expertise. Second, we launched a series of videos showing real-world examples of AI improving patient outcomes, which were shared via email and hosted on the intranet. Finally, we created an anonymous feedback channel to capture employee sentiment and used the data to refine messaging.

Within six months, GenAI engagement rates soared, with over 80 per cent of employees reporting a better understanding of the technology and its benefits. The AI diagnostic tools ultimately reduced diagnostic errors by over 25 per cent, while boosting diagnostic speed by 33 per cent – a win for both employees and patients.

Conclusion

For businesses rolling out GenAI initiatives, the stakes couldn’t be higher. Poor communication risks alienating employees, jeopardising adoption and undermining the very goals of the technology. By adopting a multichannel approach, ensuring consistency in messaging, and fostering dialogue, companies can not only inform but inspire their teams.

At the heart of it all is a simple yet powerful principle: employees are more likely to embrace change when they feel informed, involved, and valued. Whether through a lively town hall, a thoughtful email, or an intuitive intranet portal, every touchpoint matters. In a world reshaped by GenAI, the organisations that thrive will be those that communicate with purpose, clarity, and heart.

Dr Gleb Tsipursky, called the “Office Whisperer” by The New York Times, helps leaders transform AI hype into real-world results. He serves as the CEO of the future-of-work consultancy Disaster Avoidance Experts and wrote seven bestselling books, including The Psychology of Generative AI Adoption.