"Early on, excitement is high, but adoption stalls when employees don't know how to use the tool in practice and frustration sets in. The organization experiments with new ways to drive adoption-focused training, peer champions and habit building, eventually transforming how the sales team operates and creates value."
"But just as progress takes hold, a new challenge emerges. The next generation of AI doesn't just assist, it acts. Autonomous agents begin handling customer interactions, raising deeper questions about trust, control, and the future of work itself."
"What does it take to get tens of thousands of employees to fundamentally change how they work? Today's case examines a global sales organization that rolls out a powerful AI assistant, seamlessly embedded into everyday tools."
A global sales organization deploys an AI assistant embedded in everyday tools to help employees work differently. Initial excitement fades when employees lack practical know-how and become frustrated, slowing adoption. The organization then tests adoption-focused training, identifies peer champions, and builds routines to help employees use the tool consistently. These changes shift sales operations and generate value. As progress stabilizes, a new AI capability emerges: autonomous agents that handle customer interactions. This raises questions about trust, control, and how work will evolve as AI moves from assistance to action.
Read at Harvard Business Review
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