A new report from Qualtrics reveals that only 45% of Australian managers and individual contributors trust their leaders to implement artificial intelligence (AI) effectively in the workplace. This figure is 15 percentage points lower than the trust levels observed among senior leaders, shedding light on a significant disconnect between management and their teams when it comes to AI adoption.

The research, part of Qualtrics' ‘State of AI in Employee Experience’ report, surveyed over 35,000 employees globally, with 2,040 responses from Australia. The findings highlight the challenges facing organisations as they navigate the implementation of AI in ways that build employee trust and maximise its potential.

According to the report, 46% of employees at the manager level or below also expressed concern about their leaders' ability to prioritise employee well-being over profit when introducing new technologies. This figure is notably lower than the 61% trust rate among senior leaders in the same area. Moreover, only 34% of these employees believe that new technology is being deployed with clear principles and ethics, compared to 53% of senior leaders who feel more confident in this regard.

This trust gap between leaders and their teams is also evident in the differing views on AI’s impact on job roles. While 56% of senior leaders hold a positive sentiment towards AI, just 29% of employees at the manager level or below share this view. This 27-point gap underscores the challenges leaders face in aligning their AI vision with that of their teams.

Dr. Cecelia Herbert, Workplace Behavioural Scientist at Qualtrics, commented on the findings, noting, “AI is a prominent source of disruption right now, and we are all depending on organisations to navigate this new landscape with the highest level of integrity. As leaders explore the potential of AI, it is critical that they build trust with employees through transparency, care for people, and valuing diverse perspectives.”

While AI is often heralded for its potential to drive productivity, the report found that employees have different expectations of the technology’s benefits. Only 29% of workers said they would use time saved by AI to increase their output, with most preferring to focus on improving efficiency (43%) or engaging in new tasks (39%).

Furthermore, just 38% of employees believe AI will enhance the quality of their work, which suggests a misalignment between executive optimism about AI’s productivity boosts and employees’ more cautious outlook. Dr. Herbert explained, “The productivity promise of AI lies in increasing the quality and efficiency of work rather than merely delivering more of it. These insights are encouraging for organisations, as they demonstrate that employees are focused on improving the services, products, and experiences they deliver.”

Positive Employee Experience Key to AI Adoption

The report also highlights a significant link between positive employee experiences and the adoption of AI. Workers who have a better experience at work — those who feel engaged, have their expectations exceeded, and are given opportunities to provide feedback — are more likely to trust their leaders to implement AI effectively, feel excited about it, and use it more frequently.

Employees with positive experiences are 3.8 times more likely to trust their leaders on AI implementation and 1.7 times more likely to perceive AI positively in terms of its impact on their work. Additionally, those who provide regular feedback at work are also more likely to trust their leaders and use AI frequently.

Strategies for AI Adoption

To bridge the trust gap and ensure effective AI adoption, the report outlines several best practices for organisations:

• Align AI Goals: Ensure a clear, shared understanding of AI’s purpose and goals from the start.
• Support Employee Enablement: Provide training, guidelines, and ethical frameworks to help employees navigate AI adoption smoothly.
• Appoint AI Champions: Identify internal advocates to teach employees how to apply AI tools effectively.
• Collaborate Across Departments: Ensure HR and IT teams work together to select the right tools and engage employees in their use.

With these strategies, organisations can help mitigate the challenges highlighted in the report and create a more positive environment for AI adoption, improving trust and engagement among their workforce.