What Your Employees Really Think of Ai

What Your Employees Really
Think About AI
Mark Whittle
Webinar
December 3rd 2019
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© 2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication
may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research
organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from
sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although
Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be
construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation
for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party.
For further information, see “Guiding Principles on Independence and Objectivity.”
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Most CIOs Plan to Invest in AI Soon
Percentage of CIOs
Have already deployed 14%
Will deploy in next 12 months 23%
Will deploy in 1-2 years 25%
Plan to deploy in 2-3 years 29%
No interest 9%
n = 2,882 CIOs
Source: 2019 Gartner CIO Survey
CHROs Are Interested, Too
CHROs currently investing or planning to invest in AI in HR
n = 209 CHROs
Source: 2019 Gartner AI in HR Survey
Talk of AI Can Evoke Fear
Source: You Will Lose Your Job to a Robot—and Sooner Than You Think, Mother Jones.
Talk of AI Can Evoke Fear
AI Is Unknown for Most Employees
Percentage of employees who report they’ve

interacted with AI at work in the last 12 months
8% Don’t Know
28% Yes
Only 28% of employees report that

they have actually interacted with AI at
work in the past 12 months.
65% No
n = 5,219 employees
Source: 2019 Gartner Employee Experience Panel Survey
Our First Question
How do employees actually

feel about AI?
Employees Have a Fairly Positive Outlook on AI
Percentage of employees who believe that AI will…
n = 5,219 employees
They Don’t Think AI Is an Immediate Threat
Percentage of employees who agree AI will replace

them at their organization in the next 5 years
25% Agree
Just 25% of employees believe AI

will replace them at their organization
in the next 5 years.
75% NotAgree
n = 5,219 employees
And, They Feel They’ll Be Taken Care Of
Q: If a new technology emerged that could replace your job and save the
organization money, how do you think your organization would respond?
Percentage of employees
21% of employees think

it wouldn’t invest in the 22% of employees
tech at all. believe their organization
would fire them.
57% of employees think

their org would buy the
tech and retrain or
redeploy them.
n = 5,219 employees
But, Automation Is on the Horizon
Q: What Percentage of Tasks Conducted Within Your Organization
Are Conducted by Artificial Intelligence?
Average Percentage Reported by CEOs
Today Three Years From Today(Predicted)
30%
17%
CEOs Benchmark
n= 175 heads of HR; 106 CEOs

Source: 2019 Gartner CEO 20 Pulse on the Next Generation Workforce
Even Robots to Replace HR Staff
Few Organizations Are Prepared
9% of CHROs agree that their organization is

prepared for the Future of Work
n = 44
Source: 2019 Gartner HR Future Effectiveness Survey
On-the-Job Training Is Top Learning Method
Every organization leverages on-the-job training

for employee learning and skill development
Why On The Job Learning Works
Proficiency
On The Job Learning is
Best for Tasks With:
• Regular Repetition
• Rapid Feedback
AI is Best at Automating
Tasks With:
• Regular Repetition
Repetition • Rapid Feedback
AI Eliminates On-the-Job Learning Opportunities
70% 67% 47%
of all learning of on the job learning of all learning

opportunities are is repetitive and can opportunities
on the job learning be replaced byAI will be lost to AI
Nearly half of
learning opportunities
will disappear
How do we
How do we develop all
develop new
skills as AI eliminates
digital skills in
learning
our employees?
opportunities?
HR Must: AI-Proof Your Development Strategy
20 © 2019 Gartner, Inc. and/or its affiliates. All rights reserved. 712855
Investment in Manager Training Not Paying Off
Cumulative Investment in Manager Training per Manager Over 10 Years
22 © 2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. 712855
How do we How is technology
develop our changing what
managers for the
future of work?
it means to be
a manager?
The Manager Role Is About to Change
Monday
9AM Coaching Ana
10AM Strategy Meeting
11AM Joe’s Teachback with Team
12 PM LUNCH BREAK
1 PM Project StatusMeeting
2 PM Mei’sReview
3 PM Setup New Hire
4 PM Approve Expenses
n = 4,821 Managers
Source: 2017 CEB Manager Effectiveness Survey
Monday
9AM Coaching Ana
12 PM LUNCH BREAK
1 PM Project Status Meeting
2 PM Mei’s Review
3 PM Setup New Hire
Expense Management System
n = 4,821 Managers
Monday
9AM Coaching Ana
12 PM LUNCH BREAK
Automated Project Status Dashboard
2 PM Mei’sReview
Algorithmic Management Platform
3 PM Setup New Hire
n = 4,821 Managers
Monday
9AM Coaching Ana
12 PM LUNCH BREAK
2 PM Mei’sReview
3 PM Setup New Hire

Onboarding Automation
n = 4,821 Managers
Monday
9AM Coaching Ana

Real-Time Chatbot Interventions
12 PM LUNCH BREAK
2 PM Mei’sReview
3 PM Setup New Hire

Onboarding Automation
n = 4,821 Managers
69% of what a manager
currently does will be
automated by 2024.
HR Must: Overhaul the Manager Role
Our Second Question
How should organizations

approach integrating AI
into the workplace?
Temptation to Focus on Telling Positive Stories
Employees Have to Get It, Not Like It
Help Employees Understand AI
Stop selling employees on the good Start helping employees understand AI

things about AI. and how it will affect their jobs.
Three Strategies to Boost Understanding of AI
1 2 3
Show employees what AI Build opportunities Involve employees in
is and how it’s already for dialogue decisions around future
affecting their lives. aroundAI. AI investments.
1 2 3
What is AI?
Simulating intelligent
behavior in computers
No way, you big cheat.
AI: What It Can and Cannot Do
It Can It Cannot
• Automate some tasks • Strategize
(substitute): • Empathize
o Apply decision rules,
• Improvise
search data, identify
patterns • Be creative
• Facilitate the performance • Have an aesthetic
of other tasks
(complement)
And Show Them How Much They Already Use AI
n = 4,019 respondents
Q01. Have you ever used or interacted with AI? Q03.
In the past 12 months have you …?
Source: 2018 Gartner Consumer AI Perceptions Survey
It’s Far More Often Than They Recognize
Source: FaceApp
IBM artificial intelligence can predict with 95% accuracy which
workers are about to quit their jobs
Rometty would not explain “the secret sauce” that allowed the AI to work so
effectively in identifying workers about to jump. Rometty would only say that its
success comes through analyzing many data points.
“It took time to convince company management it was accurate,” IBM’s CEO
Ginni Rometty said, but the AI has so far saved IBM nearly $300 million in
retention costs, she claimed.
Source: https://www.cnbc.com/2019/04/03/ibm-ai-can-predict-with-95-percent-accuracy-which-employees-will-quit.html
HCL Technologies uses predictive modeling to identify
employees likely to leave the company
Behaviors HCL found that predict likely turnover:
• Ideas generated on innovation platform

• Employee studies but doesn’t activate the exit process
• Employee checks remaining leave balance
• Employee downloads salary slip / paystub
Source: HCL Technologies; Gartner analysis
1 2 3
Build Opportunities for Dialogue Around AI
Impact of change management communication

approaches on probability of change success
10
+8 Percentage
Points
Probability of
Success
5
+3 Percentage
Change in
Points
0
Top-Down Tell Open-Source Talk
Communication Communication
n = 6,686 (Workforce Survey); 102 (Head of Function Survey).

Source: Gartner 2016 Workforce Change Survey
“Talk” Not Tell Communication Is Key
Talk Communication Reduces Talk Communication Makes

Employee Anger Employees Less Anxious
Percentage of Employees Expressing Anger Percentage of Employees Expressing Anxiety
40% 70%
20% 35%
0% 0%
Top-Down Tell Open-Source Talk Top-Down Tell Open-Source Talk
Communication Communication Communication Communication
n = 6,686.
Source: Gartner 2016 Workforce Change Survey
Liberty Mutual’s Change Reactions Workshop
Employee Change Reactions Workshop
Source: Liberty Mutual: Gartner analysis
Sample AI Discussion Questions
• What scares or worries you the most about AI and why?
• In what ways do you think about AI at work and AI in your personal life
differently?
• If a new technology were to become available that could replace parts

of your job, how would you hope your organization would respond?
• In what ways can you see AI having a positive impact on your work?
• How might you change your day-to-day habits to fully take

advantage of AI’s positive attributes?
AI Represents a Career Risk Trigger
Connect Strategy to Career Implications
Leaders Draw Connections

Blogs Between Strategy and
Welcome to the blogs on Career Connection. Connect
Employee Careers
with Cisco leadership as they share their views on L&D identifies leaders to speak
Cisco’s strategy advancements in technology and how to
best manage your career. to the implications of business
strategy in employee terms:
Are You the CEO of Your Own Career? direction for capability
Joanne Dunn | June 21, 2019 7:25 AM | Career Development development and implications
See Joanne’s Top 10 tips for staying for employees’ long-term
relevant and being a valued employee. value to the firm.
•ReadMore
Source: Cisco Sy stems, Inc.; Gartner analy sis.
Connect Strategy to Career Implications
L&D works with leaders to nominate

Meet the Experts
indiv iduals actively innovating on
Meet the Exper ts is a community featur e that allow s
ways of working in their community of
users to ask questions to Cisco Services designated
practice.
experts on the Services Career Connection platform.
Ne al e Rowe Distinguishe d Engineer SMEs Featured on Community Portal

Discussion Forum:
Selected experts are featured as
Customer Support Engineering
experts on the community home
page, prov iding them with a platform
Rodne y Dunn Distinguished Engineer
Discussion Forum: to grow their personal network,
Customer Support Engineering reputation, and influence.
Source: Cisco Sy stems, Inc.; Gartner analy sis.
1 2 3
Involve Employees in AI Investment Decisions
Impact of change management strategy-setting
approaches on probability of change success
Red Hat’s Open Decision Making Framework
Open Decision Making
What It Is What It Isn’t
Inviting diverse perspectives and ideas Giving everyone a vote

Managing expectations Trying to please everyone
Explaining requirements, constraints, and trade-offs Ignoring requirements and constraints
Engaging potential detractors (early and often) Avoiding uncomfortable conversations
Staying engaged with those who reject solution Having endless debates
Remaining open to new information and ideas Failing to execute
Working together to get stuff done Achieving consensus
Source: Rebecca Fernandez, “Open Decision Framework,” Red Hat, http://redhat.slides.com/rfernand/deck-1-3-3-4-6#/ , Accessed May 2016; Jim
Whitehurst, The Open Organization: Igniting Passion and Performance (Boston: Harvard Business Review Press, 2015); Gartner analysis.
Red Hat’s Open Decision Making Framework
Whom Should I Include?
Recommendations for HR Leaders
Treat the introduction of AI to your organization like a change

management initiative.
Focus any communications on increasing understanding of, not

selling the benefits of, AI.
Create space for dialogue about AI and its implications for your
employees and the organization.
Involve employees, not just leaders and technical experts, in

discussions of AI investments.
Action Plan for HR Leaders
MondayMorning:
• Forward the article “Understanding AI in HR: What AI Is, and What It’s Not,”
(G00709446), to your team.
• Ensure your team has a common understanding ofAI.
Next 90 Days:
• Meet with your peers in IT to understand your organization’s AI investmentplan.
• Identify non-IT employees who should be involved in AI decisionmaking.
Next 12 Months:
• Host a series of conversations about AI with your employees.
• Collect ongoing data on how employees at your organization feel aboutAI.
What better questions do you
need to be asking?
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What Your Employees Really

• Discussing or actively setting prices or production capacity.

For further guidance, please see Gartner’s complete policy at https://www.gartner.com/en/about/policies/antitrust-guidelines.

Have already deployed 14%

Will deploy in next 12 months 23%

Will deploy in 1-2 years 25%

Plan to deploy in 2-3 years 29%

CHROs currently investing or planning to invest in AI in HR

Percentage of employees who report they’ve

Only 28% of employees report that

How do employees actually

Percentage of employees who believe that AI will…

Percentage of employees who agree AI will replace

Just 25% of employees believe AI

21% of employees think

57% of employees think

Today Three Years From Today(Predicted)

n= 175 heads of HR; 106 CEOs

9% of CHROs agree that their organization is

Every organization leverages on-the-job training

70% 67% 47%

of all learning of on the job learning of all learning

Cumulative Investment in Manager Training per Manager Over 10 Years

10AM Strategy Meeting

11AM Joe’s Teachback with Team

3 PM Setup New Hire

9AM Coaching Ana

10AM Strategy Meeting

11AM Joe’s Teachback with Team

1 PM Project Status Meeting

3 PM Setup New Hire

9AM Coaching Ana

10AM Strategy Meeting

11AM Joe’s Teachback with Team

3 PM Setup New Hire

9AM Coaching Ana

10AM Strategy Meeting

11AM Joe’s Teachback with Team

3 PM Setup New Hire

9AM Coaching Ana

10AM Strategy Meeting

11AM Joe’s Teachback with Team

3 PM Setup New Hire

How should organizations

Stop selling employees on the good Start helping employees understand AI

Behaviors HCL found that predict likely turnover:

• Ideas generated on innovation platform

Source: HCL Technologies; Gartner analysis

Impact of change management communication

n = 6,686 (Workforce Survey); 102 (Head of Function Survey).

Talk Communication Reduces Talk Communication Makes

Source: Liberty Mutual: Gartner analysis

• What scares or worries you the most about AI and why?

• If a new technology were to become available that could replace parts

• How might you change your day-to-day habits to fully take

Leaders Draw Connections

Source: Cisco Sy stems, Inc.; Gartner analy sis.

L&D works with leaders to nominate

Ne al e Rowe Distinguishe d Engineer SMEs Featured on Community Portal

Source: Cisco Sy stems, Inc.; Gartner analy sis.

Open Decision Making

What It Is What It Isn’t

Inviting diverse perspectives and ideas Giving everyone a vote