Change isn’t just hard — it’s a continuous battle, and one that automation will make more intense and frequent. And if you think you’re prepared for automation’s pace of change that is coming, you’re already behind. We’ve barely grown comfortable with the past few years’ changes — remote work, video calls, hybrid chaos — and that’s just the warm-up. Take note from Forrester’s Automation Survey, 2024: 82% of companies are about to invest in generative AI (genAI), which will drown out the old ways of working. And here’s the kicker: The very teams deploying AI agents are admitting they don’t know how to manage the change they’re creating. Automation teams struggle with CM (change management) and admit it’s one of the biggest challenges of adopting automation.

The Common Pain Points For Automation Initiatives

Our new report, Change Management: Taming The Automation Beast, breaks down the challenges that automation decision-makers face and highlights how effective change management is more crucial than ever. Our analysis revealed the following CM concerns brought on by automation projects:

  1. Proving ROI. Change management initiatives related to automation projects require investment. Securing budget for these efforts can be challenging, as business leaders need to see ROI for change management itself. Employee retention, mental state improvements, and the value of ongoing skills development are hard to quantify.
  2. Job loss. Introducing new ways of working, especially automation, brings uncertainty and fear of job loss. In Forrester’s Future Of Work Survey, 2024, 39% of global workers said they fear losing their jobs to automation in the next 10 years. According to the customer service operations manager at a large manufacturing company, “Automation is perceived as a big threat … employees are not welcoming of change, and some view automation as an opportunity to reduce headcount.”
  3. Growing skill gaps. Ensuring that employees have the necessary skills to use automation and AI technology requires ongoing training. Many organizations lack proper training programs for nontechnical employees. Only 19% of global individual employees say they have been through formal training on how to use AI for work. As many employees are being given access to AI tools/AI agents, this poses a real challenge.

Confidence And Trust In Change Management Is Missing

Change management has a basic problem. Top-level executives report a high degree of confidence in their CM practices, yet employees believe the opposite: CM initiatives are inadequate. Employees lack confidence in CM practices and lack trust in their organization’s leaders.

What this means is simple: Folks in charge of implementing CM are not trusted to follow through on promises. Employees would like CM to be more integrated into leadership responsibilities. However, without addressing this chasm of confidence and trust, it is unlikely to work.

It’s Time To Bring Your Change Management Up To Speed

The accelerating pace of automation demands that traditional CM methods adapt to its speed and impact. You first need to address your organization’s AIQ (the AI quotient), which measures the readiness of individuals, teams, and organizations to adapt to, collaborate with, trust, and generate business results from genAI and other forms of AI. You then need to focus on Change Management: Taming The Automation Beast. This report highlights the following key areas for automation teams to prioritize: clear communication around pending automation, giving them more control over automation that impacts their work, and adopting an iterative and continuous CM approach.