For AI adoption, ‘culture eats strategy for breakfast’

Second, it’s important to understand that AI is complex, and not plug-and-play. “In any organization, AI has to align with business goals, data, people and process,” said Sudhi Ranjan, product manager and tech head of AI-powered ecommerce accelerator Assiduus Global. 

Companies need to rigorously assess their needs and priorities, then transform their business processes and adopt the right tools and technologies to enable the change. However, Ranjan said, this can be a challenge where the organizational setup to facilitate AI adoption is not well understood. AI’s core objective is to be customer- and people-centric. So cultural transformation requires a shift in focus toward using AI to aid innovation and democratizing its use across the organization. 

The biggest barrier to adoption of not just AI, but any technology, is the people. “Employees and executives alike can slow the adoption,” said Manish Narayanaswami, associate director at workflow management company Kissflow Inc. “This can be due to fear of being made redundant, lack of understanding of the benefits and what it would mean to them and their function, and lack of quick access to the technology and its training. There is also anxiety involved in terms of change and adopting new technologies.” 

So organizations must focus on sensitizing all stakeholders, including senior executives, with the right information and training. Manish said that this will in turn set the right mindset, expectation and culture to adopt the technology together, not in silos. A company might, for example, identify which team is culturally most attuned to experiment with, adopt and scale AI pilots. This group can then lead and evangelize to accelerate adoption among other teams.

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