Dr. Gleb Tsipursky – The Office Whisperer
Nirit Cohen – WorkFutures
Angela Howard – Culture Expert
Drew Jones – Design & Innovation
Jonathan Price – CRE & Flex Expert
Transparency is not a luxury in today’s transformative projects, but rather a necessity. As organizations integrate Generative AI (Gen AI) into their operations, the importance of clear, consistent communication around project milestones and outcomes cannot be overstated. Employees are not passive observers of this journey. They are active participants whose trust and engagement are pivotal to the success of these initiatives, since leaders can’t effectively micromanage Gen AI use. When employees see concrete evidence of progress and understand both achievements and challenges, they feel more connected to the transformation, fostering a culture of inclusion and shared purpose.
Creating a Tangible Narrative About Gen AI Truths
When an organization commits to transparency, it crafts a narrative that employees can follow and in which they can believe. Each milestone is a chapter in a story of transformation, illustrating where the organization stands in its AI journey and how the future might unfold. Without this transparency, employees are left to fill in the blanks, which often leads to skepticism or resistance.
Consider a consumer goods company I worked with that wanted to deploy an AI-driven customer service tool. The leadership had ambitious goals, including cutting customer response times by 40% and improving customer satisfaction scores by 20%. However, when the rollout faced early hiccups, including integration delays and low initial adoption rates, the leadership team hesitated to share these challenges with employees.
As their consultant, I emphasized the critical role of transparency in regaining trust. Together, we devised a communication plan that framed the setbacks as opportunities for growth. By sharing the hurdles—like how the tool struggled with regional dialects in customer queries—and the steps being taken to address them, employees saw leadership as honest and committed. Moreover, they were now much more willing to provide feedback on improvements to address rollout challenges, which substantially improved the way the company customized the Gen AI tool to its needs. When the company later achieved its 40% response-time goal, employees felt a shared sense of accomplishment, not because the result was perfect, but because they had been part of the journey and contributed substantially to improving the final standard operating procedures (SOPs) of the Gen AI tool use.
This tangible narrative, built through honest updates, not only reduced resistance but also galvanized employees to champion the technology themselves. But transparency must extend beyond the wins. When challenges arise—such as delays in integrating AI into legacy systems—acknowledging them demonstrates that leadership values honesty over spin. This approach creates a culture where setbacks are not failures but opportunities to learn and adapt. For example, if the deployment of an AI-powered data analytics platform faces setbacks due to data inconsistencies, openly communicating these issues and explaining how they will be addressed builds credibility and shows resilience. Employees are more likely to remain patient and supportive when they see that leadership is committed to navigating obstacles thoughtfully.
The Power of Regular Updates on Gen AI Truths
Imagine the transformative potential of framing AI integration as a collective journey rather than a top-down directive. Regular updates are the fuel that keeps this journey alive in the minds of employees. When milestones are achieved—whether automating 10% of back-office processes or completing a successful pilot program—sharing these achievements reinforces that the organization is moving steadily toward its goals.
Take the case of a retail client that used AI to optimize inventory forecasting. The company initially planned to improve forecasting accuracy by 15% within the first year. Instead of waiting for the final results, we implemented a phased communication strategy that highlighted incremental progress. For instance, at the six-month mark, they shared how a 7% improvement had reduced inventory waste and freed up working capital.
These updates transformed what could have been abstract metrics into concrete benefits. Employees in procurement and logistics saw the direct impact on their workflows, leading them to proactively suggest ways to further integrate AI insights. The periodic updates, coupled with open forums for employee feedback, reinforced the collective nature of the initiative.
By celebrating milestones and acknowledging input, the company cultivated a sense of ownership among employees. It wasn’t just a corporate initiative; it was their initiative, propelled forward by their engagement and ideas. By the end of the year, we achieved a more than 20% improvement in forecasting accuracy due to employee insights.
Outcomes as Lessons and Inspiration
Transparency in communicating outcomes—both good and bad—is a cornerstone of continuous improvement. Sharing success stories allows departments to learn from one another. For instance, if a marketing team leverages AI to personalize customer interactions, leading to a 20% increase in engagement, this success can inspire other departments to adopt similar approaches. Conversely, when outcomes fall short of expectations, such as a chatbot failing to meet customer satisfaction benchmarks, discussing these lessons openly fosters a culture of experimentation and resilience.
One of my most rewarding projects involved a healthcare provider rolling out a Gen AI scheduling tool. The goal was to improve staff allocation and reduce patient wait times. Initial results were mixed: while wait times dropped significantly, some employees felt sidelined by the tool’s lack of flexibility. Transparency became our north star.
We hosted interactive sessions where leadership explained both the tool’s successes and its shortcomings. They also invited employees to provide feedback and propose adjustments. For example, nurses suggested additional variables—like last-minute emergency appointments—for which the Gen AI tools hadn’t accounted. Incorporating this input not only improved the tool but also demonstrated that employee voices were integral to the process.
This openness inspired a shift in perception. What began as a divisive initiative evolved into a collaborative effort, where employees viewed challenges as stepping stones to better outcomes.
Building Trust Through Inclusive Communication
Trust is the bedrock of any successful transformation, and transparent communication is its foundation. Employees need to feel that they are partners in the organization’s journey with Gen AI, not merely bystanders. By openly sharing milestones, celebrating successes, and acknowledging challenges, leaders can create a sense of shared ownership that motivates employees to actively engage with the initiative.
For instance, a fintech company I consulted for was automating its fraud detection process using machine learning. To build trust, we organized quarterly updates that combined data-driven results—like a 30% reduction in fraudulent transactions—with human stories. Employees in customer service shared how the tool made it easier to reassure affected customers, turning a stressful task into a smoother process.
Involving employees in milestone celebrations also played a key role. At the one-year mark, the company hosted a town hall to recognize the teams that supported the AI rollout. The celebration was not just about the tool’s success but also about the collective effort behind it. This inclusive approach reinforced the message that AI adoption was not about replacing employees but enabling them to thrive in their roles.
Conclusion
Transparency in communicating Gen AI project milestones and outcomes is a strategic imperative. It builds trust, reduces resistance, addresses risks, and fosters a sense of shared purpose. By openly sharing both successes and challenges, organizations can create a culture where employees feel engaged and confident in the AI journey. When employees understand how milestones connect to broader strategic goals and see their roles as vital to achieving them, they become champions of change rather than skeptics.
Leaders who prioritize transparent communication will find themselves at the helm of an engaged, motivated workforce, ready to navigate the complexities of transformation and embrace the opportunities it brings.
