EX Transformation and Methods of AI-Human Enablement

This IDC Perspective discusses employee experience (EX) transformation and methods of AI-human enablement. The advancing march into AI enablement is introducing new challenges, concerns, and opportunities that are driving companies to rethink their risk and equity frameworks. HR is one of the operational stakeholders at the forefront of AI experimentation, but from the vantage point of the line of business (front office). Worker adoption of AI-enabled tools and resources is seen as fertile ground for improving business efficiency. As HR and the front office are charged to adapt AI for the workforce, framing its use cases requires careful consideration for how to manage the downside risks and fears about it to draw out its business benefits for productivity, knowledge management, and human enablement. "AI can be a powerful tool for human enablement," said Zachary Chertok, research manager, Employee Experience at IDC. "It has the power to transform and personalize how work is managed, supporting employees to bring their best selves to work and improving business value through greater strategic adaptability. Executives and managers must pay attention to both behavioral and technical aspects of AI enablement to drive resource adoption and achieve the full benefits of transformative outcomes. AI must focus on human enablement driven from front-office insights - done well, AI enablement will support more agile human outcomes to better align the business with its customers through improved employee enablement, experiences, and sentiment at work."