Unlocking the returns from AI

Barrett Schiwitz at Basware argues that change management is the missing link to unlocking the ROI from artificial intelligence 

  

CFOs face mounting pressure to demonstrate immediate ROI from AI projects, with  50% planning to axe budgets if they don’t deliver ROI next year, according to Basware’s AI to ROI report.  

  

Yet, achieving ROI from AI is not purely a technological challenge, but rather a change management issue.  

  

Effective AI adoption hinges on integrating the technology in ways that align with operational goals and engage employees. With 40% of CFOs identifying change management as the biggest barrier to achieving ROI from AI investments, organisations must address gaps in expectations, resistance and workforce alignment to unlock AI’s potential.   

  

Bridging the change management gap 

One of the most significant challenges in AI adoption lies in the disconnect between leadership expectations, particularly between CFOs and CIOs, and employee perspectives. 

  

CFOs are optimistic about AI’s transformative potential, with 66% believing it will significantly impact daily financial activities. This is spurring their eagerness to invest in reducing manual tasks to enable teams to focus on strategic priorities. And it’s already having an impact, with 75% of CFOs reporting that AI has already enabled their workforce to focus on more strategic activities such as e-invoicing compliance. 

  

As Professor Erik Brynjolfsson of the Stanford Digital Economy Lab aptly said, “AI will not Replace CFOs, but CFOs who use AI will replace those who don’t.” The same can be said for finance departments more broadly. 

  

However, while the C-suite views AI as a transformative driver of efficiency and growth, employees often approach it with scepticism due to concerns about job placement and workplace disruptions. A CYPHER Learning study found that 33% of employees expressed a desire to ban AI in workplace settings entirely, while 25% admitted to using AI without their supervisors’ knowledge. 

  

This reduction is intensified by organisational challenges. 40% of finance leaders cite a lack of change management capabilities as a major barrier, while 31% highlight an unclear strategic vision for the finance function’s future. These factors hinder ROI for AI projects, resulting in question marks over investment without tangible financial benefits, and quickly. 

  

In addition to cultural resistance, organisations often set unrealistic timelines for AI to deliver results. Unlike traditional IT implementations, AI projects require a secure understanding of data, workflows, and adaptability to specific use cases. When leaders expect instant ROI without adequately addressing these factors, projects risk failure or underperformance. Unaddressed resistance, whether through outright opposition or covert usage, can derail AI initiatives completely.  

  

Another challenge is that employees may resist adopting AI tools that they perceive as undermining their expertise, leading to underutilisation and diminished returns. Without a robust change management framework, delayed ROI becomes a self-fulfilling prophecy. Resistance, misalignment, and inadequate training slow down adoption rates and prevent AI systems from operating at full potential. 

  

Overcoming resistance: the human-centric approach 

To win over employees, organisations must demonstrate how AI enhances, rather than replaces, their roles. For example, AI tools like predictive analytics can reduce workload by automating repetitive tasks, while offering actionable insights for decision-making. 

  

 37% of employees are more likely to adopt new technology when they understand its benefits for their own work. 

  

Demonstrating AI’s advantages, such as cutting operational costs, enhancing data and analytics for fraud detection, or streamlining workflows builds confidence in its usage. 

  

But, upskilling is critical to ensure employees feel empowered to work alongside AI. A study by the World Economic Forum predicts that 50% of all employees need reskilling by 2025 as AI and automation continue to reshape industries. Training programs that focus on using AI tools effectively can overcome AI resistance by proving to workers that AI enhances their jobs and doesn’t replace them.  

  

Practical frameworks for success 

A Gartner report indicates that 85% of AI projects fail due to rushed or poorly executed rollouts. Organisations can avoid this by adopting a phased implementation approach.

  

Start small: Pilot projects allow businesses to test AI in smaller, controlled environments which can provide feedback that businesses can use to make adjustments before scaling up. 

  

Prioritise training: Employees must be equipped with the necessary skills to operate AI tools confidently and effectively, ensuring these technologies are fully utilised. The C-suite must understand AI’s capabilities and limitations to set realistic expectations and guide the strategic direction of AI projects. Training programs should go beyond technical skills to encourage a culture of continuous learning where employees and leaders are empowered to adapt and grow alongside evolving technologies. 

  

Align AI with strategy: To deliver measurable ROI, AI projects must align with broader business objectives. Whether improving operational efficiency, enhancing customer experiences, or driving innovation, AI’s deployment must directly support the organisation’s strategic vision. 

  

Achieving ROI from AI investments requires more than just deploying advanced tools, it demands a cohesive strategy that addresses human, operational and technical factors. By tackling the change management gap through phased rollouts and training programs, organisations can turn resistance into enthusiasm. 

  

Successful AI implementation

Manufacturing giant Billerud is a strong example of successful AI implementation. Powered by AI, 90% of their invoices are validated automatically due to faster, more accurate data extraction. 

  

For CFOs, the path to success lies in aligning AI with strategic goals and fostering a business culture that embraces innovation. In doing so, and with the right strategy, businesses can move beyond ROI to secure a competitive edge and position themselves for sustained growth in an AI-driven future. 

 

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Barrett Schiwitz is Chief Information Officer for Basware

 

Main image courtesy of iStockPhoto.com and Dragon Claws