From Resistance to Resilience: Empowering employees in the age of AI

Artificial Intelligence is no longer on the horizon - it's here, embedded in enterprises to improve operations, elevate customer engagement, and drive growth. In fact, according to Kyndryl's 2025 People Readiness Report, 95% of leaders say they're already using AI across multiple areas of their businesses. That figure might suggest AI adoption has reached maturity - but the reality is more complex.

Technology is only part of the equation. While aligning data, integrating systems, and scaling AI initiatives are complex tasks, it's not the whole story. You have to bring people along in this transformation as well. Despite widespread implementation, 71% of leaders say their teams aren't ready to fully leverage AI. More than half cite a lack of skilled talent, and nearly half of CEOs report active resistance from employees - underscoring a critical gap between implementation and readiness.

This resistance isn't rooted in opposition to the technology itself, but in uncertainty - about how AI will be implemented, what it means for their roles, and how it will shape their future. To bridge the gap between AI's promise and its practical impact, organizations must shift from a technology-first mindset to a people-first strategy. When employees feel informed, empowered, and included, resistance gives way to resilience - and AI becomes not just a tool for efficiency, but a foundation for sustainable innovation and growth.

Empowerment and transparency

At a recent Kyndryl Canada CIO Expert Exchange, senior technology leaders acknowledged that employee resistance to AI is real. In response, many are reframing the conversation to focus on empowerment. They're opening dialogues to improve transparency and build confidence in the approaches to AI and outcomes. And they are helping to prepare employees by providing hands-on experiences with AI tools, sharing use cases and tips, and creating communities to encourage peer-to-peer learning and understanding around AI.

Transparency is an important part of AI adoption. Organisations must communicate clearly and openly about their AI strategies, and answer three key questions from employees:

• Why is our company introducing AI and what is its goal?
• How will AI affect our daily tasks and our roles?
• What are the short- and long-term changes I should expect to see? And how are we being prepared for these changes?

Transparency builds trust by removing ambiguity and fostering a sense of inclusion. When organizations clearly communicate the purpose behind AI initiatives, how they will impact roles, and what support is available, employees feel respected and informed - not sidelined.

AI pacesetters

Only 14% of respondents to our People Readiness Report said their employees are embracing AI enthusiastically. These AI Pacesetters are leading the way in overcoming three major barriers to AI adoption: organizational change, trust, and skills. While many companies struggle to implement effective frameworks for integrating AI into the workplace, Pacesetters have already established key strategies that support adoption. They are also tackling the trust challenge head-on by addressing employee concerns about job displacement and fostering more positive attitudes toward AI. Additionally, these organizations are more adept at identifying and developing the skills needed to manage AI technologies. Together, these efforts position AI Pacesetters as models for successful and responsible AI adoption and integration.

Building resilience

Transforming resistance into resilience begins with involving employees early in the AI adoption process. When people feel heard and valued, they are more likely to champion change. Kyndryl's approach to AI adoption centres around employee empowerment. We articulate the purpose and benefits of our AI initiatives, encourage employees to contribute ideas, provide skills training and certifications, and regularly solicit feedback. These actions help reduce employee anxiety by fostering a sense of ownership and shared value.

As a company entrusted with managing mission-critical systems across industries, Kyndryl has taken a deliberate and responsible approach to AI. We've implemented robust governance frameworks, including an AI governance board, to ensure transparency and ethical clarity. This helps reinforce accountability and builds confidence among our employees with the technology and the people behind it. It is also important to us to lead by example, knowing we have a key role to play as we help our customers navigate their own AI journeys.

Many organizations have underestimated the cultural and emotional impact of AI. However, those who prioritize people readiness will unlock the full potential of AI – not just as a technology, but as a catalyst for a more empowered and resilient workforce.