The integration of generative artificial intelligence (Gen AI) into everyday workflows is transforming the way organizations operate. Microsoft 365’s latest Gen AI-powered tool, Copilot for M365, is designed to work seamlessly across applications like Outlook, Teams and Office, enhancing productivity and streamlining tasks.
However, despite the promise of increased efficiency, some employees are hesitant to embrace Gen AI, fearing that tools like Copilot for M365 might eventually replace them or diminish their roles.
A robust change management strategy can greatly help organizations trying to embrace Copilot for M365, as it helps employees understand the value new technologies can bring to their professional lives.
Barriers to Copilot for M365 Adoption
Before delving into the strategies for change management, it’s important to understand the barriers that might hinder Copilot for M365 adoption. Here are some of the key challenges that organizations may face:
- Employee Anxiety
One of the most common obstacles to adopting Gen AI tools is the anxiety among employees. The fear that Gen AI might replace their jobs or change the nature of their work can lead to resistance. This anxiety often stems from a lack of understanding about how Gen AI functions and its role in complementing, rather than replacing, human work.
- Data Security Concerns
With the increased reliance on Gen AI comes heightened concerns about data security. Organizations need to ensure that sensitive information remains protected when using tools like Copilot for M365. Employees may be apprehensive about sharing data with AI systems, fearing potential breaches or misuse of information.
To learn more about this topic, watch our Late Night Brew episode about the importance of data governance in Copilot adoption.
- Difficulty scaling Gen AI Initiatives
Scaling Gen AI across an organization is not a simple task. It requires a strategic approach to ensure that Gen AI tools like Copilot for M365, or customized Copilots, can be effectively integrated into existing workflows. Without proper planning and resources, scaling Gen AI initiatives can become a significant hurdle.
Many companies experiment with Gen AI tools, but fail to figure out how to incorporate these into company-wide processes. As such, these companies struggle to reach the ROI targets they set for themselves and struggle to justify the continued cost of licensing and supporting these applications.
- Lack of Gen AI Skills
Another barrier is the lack of Gen AI skills among employees. For Copilot for M365 to be effectively utilized, employees need to have a basic understanding of how Gen AI works and how to interact with it. Without these skills, the adoption of Copilot for M365 can be slow and fraught with challenges.
Pitfalls of Neglecting Change Management when Adopting Gen AI Tools
Neglecting change management when adopting Gen AI tools like Copilot for M365 can lead to significant challenges that can derail the entire implementation process. Here’s a closer look at these pitfalls and how they can manifest in an organization:
- Lack of Gen AI Understanding
When employees don’t fully understand how Copilot for M365 works or its purpose, they may develop misconceptions that lead to resistance. For instance, some employees might think Copilot for M365 is designed to monitor their performance or replace them, rather than assist them in enhancing productivity.
Microsoft have tried to alleviate these fears with their product naming and marketing. There is a reason their Gen AI products are called “Copilots” rather than “Pilots”! But this alone isn’t enough to build trust in these tools in your organization.
Without proper education and awareness, these fears can grow, creating a culture of distrust towards AI. This can result in underutilization of the tool, where employees only use a fraction of its capabilities or avoid it altogether, thereby reducing the overall effectiveness of the investment.
- Inadequate Training
Even if employees are on board with using Copilot for M365, inadequate training can lead to poor adoption. Gen AI tools often come with a learning curve and without sufficient training, employees might struggle to integrate Copilot for M365 into their daily routines.
This lack of confidence can result in errors, poor results and ultimately, a reluctance to rely on it. Training should go beyond the basics, offering practical, hands-on sessions that empower employees to explore and master the tool and how to interact with it.
- Data Quality Issues
Gen AI tools like Copilot for M365 are only as good as the data they work with. If employees don’t understand the importance of maintaining high data quality, the outputs generated by Copilot for M365 can be inaccurate or misleading.
Data quality issues can arise from both inside and outside an IT team. The IT team is responsible for setting security, governance and retention policies, but it is up to the wider user base to implement these policies and best practices in their daily work. Without a change management strategy that emphasizes the critical role of data quality, Copilot for M365 may return responses based on faulty data.
- Communication Problems
Clear communication is essential for any change initiative, especially when introducing Gen AI tools. If the reasons for adopting Copilot for M365, its benefits and the expected changes are not clearly communicated, employees might feel excluded or uncertain about what’s happening.
Poor communication can lead to rumors, misconceptions and resistance, all of which can slow down or even derail the adoption process.
Suppose an organization announces the introduction of Copilot for M365 but fails to explain how it will be integrated into existing workflows or the long-term strategy for the organization. Employees will start to speculate about job cuts or drastic changes in their responsibilities, leading to unnecessary anxiety. On the other hand, clear communication could alleviate these concerns by highlighting how Copilot for M365 is meant to enhance their work, not replace them.
- Not Delivering Required ROI
The ultimate goal of adopting any new technology is to achieve a return on investment (ROI). However, without a structured change management approach, the likelihood of realizing the expected ROI diminishes. This can happen when employees don’t fully utilise Copilot or when the tool isn’t integrated into the organization’s processes effectively.
Without proper adoption, the tool’s benefits—such as increased productivity, efficiency and innovation—are not fully realized, leading to a poor ROI.
Let’s say a company invests in Copilot for M65 to reduce the time spent on administrative tasks, expecting to reallocate that time to strategic projects. However, if employees are not properly onboarded, they might continue spending unnecessary hours on manual tasks, resulting in no significant time savings. Consequently, the company doesn’t see the expected ROI and the investment in Copilot for M365 appears to be a waste.
Change Management Strategy for Copilot for M365 Adoption
To avoid the pitfalls mentioned above, a robust change management strategy is essential. Here’s how organizations can ensure a smooth transition to using Copilot for M365 and maximize the benefits of Gen AI:
- Leadership Endorsement and Transparency
Strong leadership is key to driving change and ensuring successful adoption of Copilot. When leaders actively endorse the use of Copilot, it sends a clear message that the tool is a strategic priority. Leadership endorsement goes beyond mere approval. It involves leaders using the tool themselves, demonstrating its value and addressing any concerns employees may have.
Additionally, leaders need to be as transparent as possible about why they’re introducing these tools in the first place. Reassurance that Gen AI isn’t going to take away anyone’s role goes a long way in encouraging employees to interact with and learn about the benefits of Copilot for M365.
- Clear Communication Channels
Effective communication is the backbone of successful change management. Organizations should establish clear communication channels to keep employees informed throughout the adoption process. This includes regular updates on progress, clear explanations of how Copilot for M365 will be integrated into daily operations and open forums for addressing concerns.
For example, it would be helpful to set up a dedicated intranet page for Copilot for M365 adoption, where employees can find FAQs, tutorials and updates. Additionally, regular town hall meetings allow employees to ask questions and provide feedback. This transparency helps to build trust and reduces resistance to change.
- Adequate Training and Support
Training should be comprehensive, ongoing and tailored to different levels of familiarity with AI. Initial training sessions should cover the basics, while advanced workshops can delve into the more complex features of Copilot for M365.
Additionally, ongoing support, such as a help desk or dedicated Copilot support team, ensures that employees have access to assistance whenever they need it.
- Feedback Mechanisms
Creating channels for feedback allows organizations to continuously improve the adoption process. Feedback can be collected through surveys, focus groups or informal check-ins. This not only helps identify issues early on but, when managed correctly, helps employees feel valued and involved in the process.
After the initial rollout, you may wish to survey all employees, asking for their thoughts on the tool’s usability, the training provided and any challenges they’ve encountered. You can then use their feedback to tweak the training program, address any common issues and continue to improve adoption rates.
- Monitoring and Measurement
Tracking the success of Copilot for M365 adoption is crucial to ensure that the tool is delivering the expected benefits. Organizations should identify key performance indicators (KPIs) that align with their goals, such as user adoption rates, time saved on tasks and overall productivity improvements. Regular monitoring allows organizations to make data-driven decisions and course-correct if necessary.
- Champions Communities
Building communities of champions—enthusiastic users who advocate for Copilot for M365—can significantly boost adoption. These champions can serve as role models, offer peer-to-peer support and share best practices within their teams. They can also act as a bridge between employees and leadership, providing valuable insights into how the tool is being used on the ground.
Identify a group of early adopters who are particularly enthusiastic about Copilot for M365, then provide them with additional training, resources and support to become Copilot for M365 champions. They can then drive activities where they share their experiences, tips and tricks with their colleagues. This peer-driven approach not only enhances adoption but also fosters a sense of community and collaboration around the tool.
Seamless, Successful Copilot for M365 Adoption
The adoption of Copilot for M365 has the potential to revolutionize how organizations operate, driving efficiency and productivity to new heights. However, without a structured change management approach, the journey towards Gen AI integration can be fraught with challenges.
By understanding the barriers to adoption, recognizing the pitfalls of neglecting change management and implementing a comprehensive strategy, organizations can ensure a smooth transition to using Copilot for M365 and maximize their return on investment. With leadership support, clear communication and adequate training, Copilot for M365 can become a valuable tool that enhances, rather than disrupts, the workplace.
To learn more about Copilot and how your organization can leverage its capabilities, download our eBook “Unleashing the Power of Microsoft Copilot: The Definitive Guide from Readiness to Deployment.” Got any questions? Feel free to contact us and we’ll get in touch with you.
