AI improves frontline performance only when change management puts people—not tools—at the center.

AI-empowered associates hold immense potential to significantly enhance both employee and customer experiences. What truly sets apart retailers in accelerating their AI-driven initiatives is not merely the technology, but the people being empowered by AI. Often overlooked but critical, Change management plays a key role and a clear differentiator for success.

Retailers who have prioritized change management and how AI will impact and improve the employee experience see quicker adoption and success. True organizational change comes from individuals. Change management plays a pivotal role in equipping associates with AI tools. Often undervalued yet crucial, it introduces a systematic method that facilitates the transition from a current state to a desired future one. The change management process consists of five essential steps:  Identify the Change, Prepare for the Change, Plan the Change, Implement the Change, and Sustain the Change.

While some associates may swiftly embrace AI, others might display skepticism; change management helps prepare for differing responses, ensuring that adoption and success are achieved. Centering the change around what it means for people expedites the transition, motivating associates to adopt new behaviors that support business outcomes, while proactively foreseeing and minimizing resistance with strategic support plans. Success is achieved when this AI-driven way of working is perceived as the standard way of working.