EX × AI: The Future of AI EXperience is Human-Centred & Culture Led

Artificial intelligence has arrived in the workplace and across industry with force - but not with clarity and ROI.

According to Boston Consulting Group, 74% of companies are struggling to achieve or scale value from their AI initiatives (2024). In addition BCG’s  “AI at Work”  report, showcases roughly 70% of the obstacles to AI value creation were attributed to people and process issues with approx 10% to algorithmic/technical shortcomings.

Employees, executives and organisations are overwhelmed.

Research by EY found that 71% of employees are concerned about AI in the workplace - citing issues like job displacement, unclear ethics/usage, rapid pace of change (AI Anxiety in Business Survey, 2023)

Yet most AI programs fail not because the technology isn’t good enough, but the organisational culture and people aren’t ready for what is to come.

An EY 2025 Work Reimagined Survey reveals a “value‑gap” with firms losing up to 40% of potential AI productivity gains due to inadequate talent strategy, training and human‑system alignment. 

As a result, HR is being turned to as the new lighthouse and guardian for AI and human-centric adoption and EX EV is here to help with our  EX × AI Human-Centred Adoption model.

This framework drives the human experience and culture behind AI to take employees on the journey for successful integration.

Developed through our EXperience EVangelists philosophy (Exceptional Experiences Everywhere, Everyday, by Everybody) this model empowers organisations to implement AI in a way that elevates people, accelerates performance and strengthens culture without creating fear, resistance or change fatigue.

In this article, we’ll explore what human-centred AI adoption really means, why it’s critical for business success in 2026 and beyond and how EX × AI can help organisations cut through the noise and build a confident, capable and change-ready workforce.

What is Human-Centred AI Adoption?

Traditional AI rollouts follow a predictable pattern:

1. Buy a tool

2. Roll out tool

3. Train people once

4. Hope for adoption

5. Wonder why AI isn’t delivering ROI

   
   

Human-centred AI flips this.

Instead of beginning with technology, this model starts with people, the purpose behind AI, the process to shift humans to meaningful work and builds the platform to confidently invest and grow AI efforts. 

At its core, human-centred AI adoption is built on a core philosophy of:

1. People First

AI should amplify human capability and work with us - not replace, overwhelm or confuse employees. That means:

• Understanding how and where different roles would like to embrace technology

• Elevating the human experience through consultation and empowerment

• Reducing cognitive load and removing fear and uncertainty

• Supporting confidence, readiness and capability

  
  

2. Experience Designed

Change should feel intuitive, energising, supportive and human. Leveraging design thinking, service design and employee experience strategies, AI adoption requires:

• Empathy & Ethics (Psychological Safety)

• Journey and process mapping

• Pain point identification

• Clear, uplifting communication

• Co-creation with employees

3. Business Aligned

AI adoption must be intentional and directly link to outcomes whether that is performance, productivity and strategic goals. When designed well, AI:

• Enhances time savings and meaningful work

• Streamlines clunky workflows

• Removes friction and human error

• Enhances decision-making through intelligent insights

• Lifts organisational capability

• Improves engagement, experience and job satisfaction

  
  

Ultimately, when you lead with Empathy and Ethics, it creates meaningful Engagement and Experience in the Age of AI.

Introducing our Human Centred AI Adoption Model:

The Results? The Impact of AI EXperience

Organisations who adopt a human-centred EX × AI approach will gain:

✔ Higher adoption and readiness for AI

✔ Stronger workforce confidence

✔ Faster time-to-value and the insights to drive decisions

✔ Better time savings and productivity outcomes

✔ Purpose built AI projects & pilots

✔ Healthier culture, engaged and future-ready teams

This approach doesn’t focus on technology. It builds capability, confidence, clarity and culture to successfully embrace AI.

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Book Your Free EX × AI Human-Centred Adoption Masterclass 

To help HR, EX and Business Transformation teams navigate the overwhelm and the future of work with AI, we are offering a complimentary 60-minute EX × AI Masterclass for selected organisations from December to January 2026.

You'll walk away with:

• AI sentiment insights and empathy across your team

• Enhanced engagement, psychological safety, confidence and connection in the age of AI

• Human-centred design principles for AI adoption

• A shared language and foundation for employee-led adoption

Empower your people. Elevate your culture. Enable AI… the human way.