Here at BTS, we’re doing all that we can to embed AI into our internal operations while also co-creating incredible AI-driven solutions with clients. And because we’re focused on the people side of strategy, we keep asking the question: What does GenAI mean for the humans who need to operate with it and how do we implement it in a way that doesn’t diminish the magic of human interaction? We see this magic every day in the work that we do with clients.

There’s some fascinating recent research that helps us answer these questions and validates for us how important they are to ask: GenAI and the psychology of work.

Turns out the psychological side of this is just as important as the technical side.

We know AI’s impact; studies are showing 14% productivity boosts in customer support, 37% faster writing, and solid gains across creative work. But here’s the thing: the research also shows that when people feel like AI is threatening their expertise or taking away their control, they either lean in and upskill, or they check out completely.

It’s not really about the technology being scary—it’s about how it makes people feel about their work and their value. When folks feel like their skills matter less, or they’re losing autonomy, or they’re becoming isolated from their teams, that’s when resistance kicks in.

The research shows that when organizations take time to train people properly, let them have a say in how the tools get integrated, and provide coaching support, AI adoption actually works.

We hope you find the research interesting and helpful as you navigate AI in your organizations. And if we can be helpful in how your leaders are navigating this change, please do not hesitate to reach out.

Sincerely,

BTS Executive Coaching COE