When a leading financial software company launched its enterprise AI platform, it anticipated immediate gains in efficiency and decision-making. Instead, it encountered a far more complex problem: the workforce simply wasn’t using it. The AI adoption it expected to realize simply wasn’t there. Understanding it was facing behavioral and cultural barriers, not technical ones, the company needed to orchestrate a fundamental shift in how its workforce perceived and engaged with AI technology.
Concentrix began by investigating those behavioral and cultural barriers to better understand what exactly was behind the hesitation to embrace AI. What we found was that employees:
During peak operational periods, these challenges became impossible to ignore, and teams were defaulting to familiar manual processes rather than leveraging the new technology.
To solve for these human concerns around AI adoption, we implemented a human-centered enablement strategy designed to transform the relationship between employees and the AI platform. Rather than focusing solely on technical training, the approach prioritized building genuine trust, awareness, and confidence among users.
At the heart of this solution was a centralized engagement hub—a dynamic space where employees could access streamlined communications, discover proven use cases, and share their experiences with the platform. This hub became the foundation for continuous learning, allowing the organization to capture real-time feedback and rapidly address concerns as they emerged.
The training program was strategically redesigned to showcase high-impact, real-world applications that directly connected platform capabilities to tangible productivity improvements. By demonstrating clear value in employees’ daily work, the initiative created consistent momentum and made AI adoption feel natural, rather than forced.
At the heart of this solution was a centralized engagement hub—a dynamic space where employees could access streamlined communications, discover proven use cases, and share their experiences with the platform.
3X increase in AI adoption through targeted workforce engagement and behavioral change tactics
50% boost in platform utilization, catalyzing adoption across global teams and unlocking significant productivity gains
Most importantly, the organization established a sustainable model for technology enablement—one that could scale alongside future innovation.
