{"id":11560,"date":"2026-03-20T15:30:00","date_gmt":"2026-03-20T07:30:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=11560"},"modified":"2026-03-20T15:30:02","modified_gmt":"2026-03-20T07:30:02","slug":"ai-change-management","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/ai-change-management\/","title":{"rendered":"7 Ways AI Can Help With Change Management"},"content":{"rendered":"\n<section class=\"key-takeaways wp-block-salesforce-blog-key-takeaways\" aria-label=\"Key Takeaways\">\n\t<div class=\"wp-block-salesforce-blog-key-takeaways__inner\">\n\t\t<div class=\"wp-block-salesforce-blog-key-takeaways__header\">\n\t\t\t<div class=\"wp-block-salesforce-blog-key-takeaways__title\">\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-key-takeaways__title-text\">\n\t\t\t\t\tKey Takeaways\t\t\t\t<\/h2>\n\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t<button \n\t\t\tid=\"wp-block-salesforce-blog-key-takeaways-button\"\n\t\t\tclass=\"wp-block-salesforce-blog-key-takeaways__button\"\n\t\t\taria-controls=\"wp-block-salesforce-blog-key-takeaways-content\"\n\t\t\taria-expanded=\"false\"\n\t\t\taria-label=\"\n\t\t\tToggle Key Takeaways content\t\t\t\"\n\t\t>\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" fill=\"none\" viewBox=\"0 0 22 22\" aria-hidden=\"true\"><path fill=\"url(#a)\" d=\"M17.401 6.445a1.525 1.525 0 0 1 2.153 0 1.517 1.517 0 0 1 0 2.149l-7.977 7.961a1.526 1.526 0 0 1-2.154 0L1.446 8.594a1.517 1.517 0 0 1 0-2.149 1.524 1.524 0 0 1 2.153 0l6.9 6.886z\" \/><defs><linearGradient id=\"a\" x2=\"10.5\" y2=\"17\" gradientUnits=\"userSpaceOnUse\"><stop stop-color=\"#BA01FF\" \/><stop offset=\"1\" stop-color=\"#0250D9\" \/><\/linearGradient><\/defs><\/svg>\n\t\t<\/button>\n\n\t\t\t\t\t<div id=\"wp-block-salesforce-blog-key-takeaways-content\" class=\"wp-block-salesforce-blog-key-takeaways__content\" aria-hidden=\"true\">\n\t\t\t\t\n\n<ul class=\"wp-block-list\">\n<li>AI is transforming change management, so the field is now more about strategic planning than reactive task work.&nbsp;<\/li>\n\n\n\n<li>Companies can use AI to analyse data, identify skills gaps, and redesign roles faster than ever.\u00a0<\/li>\n\n\n\n<li>Employees can tap into round-the-clock training support and answers through AI agents, chatbots, and learning systems.<\/li>\n\n\n\n<li>AI can predict productivity dips and track sentiment to help companies stay ahead of change challenges.<\/li>\n<\/ul>\n\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<footer class=\"wp-block-salesforce-blog-key-takeaways__footer\">\n\t\t\t\t\tThis summary was created with AI and reviewed by an editor.\t\t\t\t<\/footer>\n\t\t\t\t\t\t<\/div>\n<\/section>\n\n\n\n<p>With so many companies trying to adopt AI, change management is having its moment in the spotlight. Change managers, after all, figure out how to get from Point A to Point B. They create a strategy for transformation. They provide training and support to employees. They plan how to best communicate the change, and they measure outcomes.&nbsp;<\/p>\n\n\n\n<p>But the work of change is <em>hard<\/em>. Because really, who wants to change if they don\u2019t have to? The good news is there\u2019s a way to make it easier: AI.&nbsp;<\/p>\n\n\n\n<p>An Amazon Web Services (AWS) <a href=\"https:\/\/pages.awscloud.com\/rs\/112-TZM-766\/images\/GC-400-GENAI_acc-inn-genai-EN.pdf?version=1\" target=\"_blank\" rel=\"noreferrer noopener\">study<\/a> found that, in 2024, only 14% of companies in 2024 had a change management strategy for adopting AI. But that percentage jumped to 54% in 2025, and it&#8217;s expected to reach 76% by the end of this year. If you&#8217;re struggling to see the ROI of AI, having the right change management strategy in place can help \u2014 and AI itself can be a powerful tool to implement that change.&nbsp;<\/p>\n\n\n\n<p>\u201cAI is a force multiplier,\u201d said Giulia Sergi, director, Go To Market (GTM) and AI fluency, at Salesforce. \u201cIt\u2019s already shifting the change manager\u2019s role from being really detailed and task-oriented to one where they can think more strategically and proactively.\u201d&nbsp;<\/p>\n\n\n\n<p>This is not pie-in-the-sky theory. Here are seven practical ways AI can make change management faster and more effective.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-1-it-can-analyse-data-to-help-you-map-a-strategy\">1. It can analyse data to help you map a strategy<\/h2>\n\n\n\n<p>A lot of change management is understanding where a company is, where it needs to go, and the strategy you need to get there. That usually involves data analysis. \u201cBut you can upload tons of data into AI tools and say, \u2018I want you to create a stakeholder analysis based on this information. Tell me what the biggest gaps and highest impact areas are that we need to get more information about,\u201d said Sergi.<\/p>\n\n\n\n<p>In the past, this process could have taken weeks or months, as change managers interviewed people and reviewed data manually. \u201cBut if you have the right data sources, you can automate this work to distill the information very quickly,\u201d Sergi said.&nbsp;<\/p>\n\n\n\n<div class=\"layout-six wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><strong>What\u2019s your agentic AI strategy?<\/strong><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Our playbook is your free guide to becoming an agentic enterprise. Learn about use cases, deployment, and AI skills, and download interactive worksheets for your team.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/blog\/playbook\/agentic-ai\">The future starts now<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"960\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp 2956w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp?w=300&amp;h=281 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp?w=768&amp;h=720 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp?w=1024&amp;h=960 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp?w=1536&amp;h=1440 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp?w=2048&amp;h=1921 2048w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/07\/hero_agentic_ai_playbook_5fec5a.webp?w=150&amp;h=141 150w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-2-ai-can-help-companies-redesign-roles\">2. AI can help companies redesign roles<\/h2>\n\n\n\n<p>Arvind Karunakaran, an assistant professor of management science and engineering at Stanford University, said that one of the most powerful ways companies can use AI is to determine what skills the company needs. He suggested that companies use AI to map workflows, identify roles, and break roles down into tasks. Companies can then figure out which tasks can be automated. They can also see where employees need to be upskilled to handle the more complex aspects of their roles.&nbsp;<\/p>\n\n\n\n<p>He referred to this as \u201ctask-first\u201d rather than technology-first change management. \u201cInstead of mandating that employees in nontechnical roles learn how to write prompts better, you should figure out the most complex parts of their jobs, or the work they don\u2019t have the time or the bandwidth to do, and give them the skills they need for those tasks,\u201d said Karunakaran. \u201cThat\u2019s where a lot of the value would lie.\u201d&nbsp;<\/p>\n\n\n\n<p>He shared the example of a law firm that reskilled its paralegals to do more legal research, work that had previously fallen to junior associates. By taking on these high-value tasks, Karunakaran said, paralegals saved the firm money. \u201cIt\u2019s a way to measure impact beyond just the time saved,\u201d he said. \u201cThere\u2019s a dollar value to these more complex tasks.\u201d&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-3-it-can-offer-upskilling-support-24-7\">3. It can offer upskilling support 24\/7<\/h2>\n\n\n\n<p>Once a company has figured out what skills employees need, it can use AI to help with the upskilling. Many companies already use AI to <a href=\"https:\/\/www.salesforce.com\/ap\/blog\/half-life-of-ai-skills\/\" target=\"_blank\" rel=\"noreferrer noopener\">create personalised learning paths<\/a>. But it can also act as an interactive tutor. The law firm mentioned above, for example, created an AI chatbot to teach paralegals how to do legal research. Whenever a paralegal had a question about how to proceed, they simply asked the chatbot, anytime, day or night.\u00a0<\/p>\n\n\n\n<p>Likewise, when Salesforce employees have questions about a new tool or a change that\u2019s taking place, they can use <a href=\"https:\/\/slack.com\/intl\/en-gb\/features\/slackbot\" target=\"_blank\" rel=\"noreferrer noopener\">Slackbot<\/a> \u2014 Slack\u2019s internal AI agent \u2014 or the company\u2019s employee agent. Salesforce\u2019s change management team has trained these agents on knowledge articles and equipped them to answer just as a member of the change management team would. \u201cNow, I don\u2019t have to manage or make sure there\u2019s a system in place for people to get answers because it\u2019s all autonomous and it\u2019s 24\/7,\u201d said Sergi. \u201cThat\u2019s a huge unlock for change teams and change management in general.\u201d&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-4-ai-can-help-with-sentiment-analysis\">4. AI can help with sentiment analysis<\/h2>\n\n\n\n<p>When companies are going through a transition, change management leaders always want to know: How are employees reacting? How do they feel about the change?&nbsp;<\/p>\n\n\n\n<p>Sergi tracks these sentiments using AI. \u201cYou can ask Slackbot, \u2018How are people feeling about the change we\u2019re implementing?\u2019\u201d she said, \u201cand it combs through conversations in public channels to get a sense.\u201d&nbsp;<\/p>\n\n\n\n<p>If a lot of employees are complaining about a new training module, for example, change managers might decide to review the module and change course. But if employees are enthusiastic about a new tool, change managers know the transition is going well.&nbsp;<\/p>\n\n\n\n<p>Sergi said, however, that change managers need to apply critical thinking to AI\u2019s findings for sentiment analysis. \u201cThe human still needs to use good judgement and evaluate the output, ultimately playing the role of the strategist across any transformational change,\u201d she said.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-5-it-can-create-a-communications-plan\">5. It can create a communications plan<\/h2>\n\n\n\n<p>By now, most people have used AI to write emails. But change managers can also use AI to help communicate with employees in more subtle and powerful ways.&nbsp;<\/p>\n\n\n\n<p>Sergi said that AI can be used to craft entire communication plans. Once you\u2019ve provided an AI agent with the right data, she suggested using a prompt like this:<\/p>\n\n\n\n<div class=\"wp-block-columns roundcorners has-background is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\" style=\"background-color:#e6f4fe;box-shadow:var(--wp--preset--shadow--natural)\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>\u201cI want you to act as a change management lead. Use this data or project brief to create a simple stakeholder analysis table. Then, I\u2019d like you to give me the right groups I should communicate this change to, the right impact levels, the right messages, and a three-phase communication plan. This should include pre-launch, launch, and post-launch communication, and two to three key activities or messages for each phase.\u201d<\/p>\n<\/div>\n<\/div>\n\n\n\n<p>Carlos Martinez, formerly senior director, global workforce policy at Salesforce, said AI can also help by identifying how best to communicate with a certain team. He cited Salesforce\u2019s Great Insights survey, the company\u2019s biannual employee survey, as an example. \u201cWe can have AI analyse the data in the survey and help us understand the biggest pain points for a specific function or group of employees, along with what\u2019s going well,\u201d he said, \u201cand that helps us craft a narrative that resonates most with the pain points a specific function is experiencing.\u201d<\/p>\n\n\n\n<p>After you\u2019ve done all this, AI can help you determine the right channels and timing of communication, based on your company\u2019s usage patterns or engagement metrics.&nbsp;<\/p>\n\n\n\n<p>But Karunakaran cautioned that humans need to oversee the communication plan to make sure everything stays human-centred and employees don\u2019t get flooded with messages and emails \u2014 which they\u2019ll ignore if there are too many.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-6-ai-can-run-predictive-analytics\">6. AI can run predictive analytics<\/h2>\n\n\n\n<p>Predictive analytics help change management experts see where they might hit bumps and how to manage them. \u201cThis is where AI is going to offer the most powerful strategic value,\u201d Sergi said. \u201cIt will help us move from being reactive to predicting.\u201d&nbsp;<\/p>\n\n\n\n<p>She especially likes to use AI to predict where dips in productivity might occur during a change. \u201cI can give the AI historical data, employee demographics, and process changes, and ask it to forecast the likely dip in the recovery curve for productivity,\u201d she said. Productivity dips are a normal part of change, as employees adjust to new tools or processes. But if Sergi has an idea where they\u2019ll occur, she can set expectations with company leaders in advance.&nbsp;<\/p>\n\n\n\n<p>AI can also identify employees who may be at risk for struggling with change, based on factors like role complexity, adaptability, engagement metrics, and sentiment scores. But this doesn\u2019t mean people will be singled out as laggards. AI-generated predictive analytics simply give change managers a better sense of which employees might need extra support or proactive coaching.&nbsp;&nbsp;<\/p>\n\n\n\n<div class=\"layout-astro wp-block-salesforce-blog-related-trail\">\n\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__cloud\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-cloud-layout-astro.png\" alt=\"\">\n\n\t\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__background\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-background-layout-astro.png\" alt=\"\">\n\n\t<div class=\"related-trail__wrapper\">\n\t\t<div class=\"related-trail__content\">\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 345.8 82.8\" aria-hidden=\"true\" class=\"related-trail__logo\"><path fill=\"#1d3767\" d=\"M96.6 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71h9l-4.5-5.1zm-4.1-10.4-4.5 5h8.9z\" \/><\/svg>\n\t\t\t<h2 class=\"wp-block-related-trail__title\">Use change management to increase AI deployment<\/h2>\n\t\t\t<p>Learn strategies and best practices to support\u00a0organisational\u00a0change.<\/p>\n\t\t\t\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/modules\/change-management-for-ai-implementation?_ga=2.138854195.1830815844.1773988616-1398229160.1766134359\" target=\"_blank\" rel=\"noreferrer noopener\">Visit Trail<\/a><\/div>\n\n\t\t<\/div>\n\t\t<div class=\"related-trail__mock\">\n\t\t\t<div class=\"related-trail__points\">+200 points<\/div>\n\t\t\t<div class=\"related-trail__eyebrow\">Trail<\/div>\n\t\t\t<p class=\"related-trail__trail-title h3\"><strong>Change Management for AI Implementation<\/strong><\/p>\n\t\t\t<p class=\"related-trail__trail-description\">Learn the ways of this trail.<\/p>\n\t\t\t<div class=\"related-trail__actions\">\n\t\t\t\t<div class=\"related-trail__action\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 10 10\" aria-hidden=\"true\"><path fill=\"#747474\" fill-rule=\"evenodd\" d=\"m4.93.69.88 2.88c.04.12.16.18.27.18h2.89c.29 0 .4.38.17.56L6.79 6.04c-.1.07-.13.2-.1.32l1.12 2.96c.08.27-.2.5-.44.33L4.85 7.77c-.1-.08-.23-.08-.34 0L1.97 9.65a.29.29 0 0 1-.45-.33L2.6 6.36a.3.3 0 0 0-.1-.32L.17 4.3c-.23-.18-.1-.56.17-.56h2.89c.13 0 .23-.04.27-.18l.9-2.9c.08-.27.46-.25.54.02Z\" clip-rule=\"evenodd\" \/><\/svg>\n<\/div>\n\t\t\t\t<div class=\"related-trail__action\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" fill=\"none\" viewBox=\"0 0 9 5\" aria-hidden=\"true\"><path fill=\"#747474\" d=\"M4.16 4.5.26 0h7.8z\" \/><\/svg>\n<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__foreground\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-foreground-layout-astro.png\" alt=\"\">\n\t<img decoding=\"async\" class=\"related-trail__illustration related-trail__parks\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/related-trail-parks-layout-astro.png\" alt=\"\">\n\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-7-it-can-help-measure-success\">7. It can help measure success<\/h2>\n\n\n\n<p>One thing you\u2019ll want to know throughout the change management process is: Is it working?&nbsp;<\/p>\n\n\n\n<p>This is one place where AI excels. On the most basic level, it can track adoption rates. It can also track how many people have taken an assigned learning path and how far they\u2019ve gotten.<\/p>\n\n\n\n<p>But Sergi thinks AI\u2019s real value is going beyond these metrics to the insights they contain. That is, what impact has the adoption or training created? \u201cI like to ask AI not just how people are doing but to track the changes over time between training completion and shifts in high-value output, specifically looking at the correlations between behavioural change and how people are creating more business value,\u201d she said. \u201cThat\u2019s more interesting than tracking metrics.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-biggest-benefit-of-ai-for-change-management\">The biggest benefit of AI for change management<\/h2>\n\n\n\n<p>More than anything, change managers envision a better future. They think about how work&nbsp; could be done differently and how to make that happen. The role requires a lot of thinking. That\u2019s why Sergi uses AI as a brainstorming partner. \u201cI need to be the person that makes the final decisions, but I appreciate having this 24\/7 brainstorming partner I can bounce ideas off of and that can share new ways of thinking I otherwise wouldn\u2019t have explored,\u201d she said. \u201cTo me, that\u2019s the biggest unlock.\u201d&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-frequently-asked-questions-faqs\">Frequently Asked Questions (FAQs)<\/h2>\n\n\n<div class=\"accordion-v2 \">\n\t\n\n<h6 class=\"accordion-header accordion-v2__header\" role=\"button\">\n\t<strong>What is change management? <\/strong>\u00a0<\/h6>\n<div class=\"accordion-content accordion-v2__content\">\n\t\n\n<p>Change management is a process through which companies switch from old ways of working to new ones. It includes creating a strategy for transformation; providing training and support to employees; communicating the change; and measuring outcomes.\u00a0<\/p>\n\n<\/div>\n\n\n\n<h6 class=\"accordion-header accordion-v2__header\" role=\"button\">\n\t<strong>How can AI help with your change management strategy?<\/strong><\/h6>\n<div class=\"accordion-content accordion-v2__content\">\n\t\n\n<p>AI can quickly look at company data and spot problem areas, such as skills gaps. This saves change managers weeks of manual work.<\/p>\n\n<\/div>\n\n\n\n<h6 class=\"accordion-header accordion-v2__header\" role=\"button\">\n\t<strong>Can AI replace human trainers? <\/strong><\/h6>\n<div class=\"accordion-content accordion-v2__content\">\n\t\n\n<p>No, but it can help 24\/7. Employees can ask AI agents and chatbots questions about new tools anytime they want.<\/p>\n\n<\/div>\n\n\n\n<h6 class=\"accordion-header accordion-v2__header\" role=\"button\">\n\t<strong>How does AI track employee reactions to change? <\/strong><\/h6>\n<div class=\"accordion-content accordion-v2__content\">\n\t\n\n<p>AI can track conversations in public chat channels. It can tell if people are happy or frustrated about changes.<\/p>\n\n<\/div>\n\n\n\n<h6 class=\"accordion-header accordion-v2__header\" role=\"button\">\n\t<strong>How can AI help change managers predict how a change might unfold? <\/strong><\/h6>\n<div class=\"accordion-content accordion-v2__content\">\n\t\n\n<p>AI can analyse huge amounts of historical data to predict problems that might occur during a change process. 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