Forrester Predicts AI Expectations Gap In 2027
Leaders' high hopes for AI may not match employees' experiences, causing tension. This gap may hinder AI's potential benefits.
Original reporting · forrester.com
Original: “Predictions 2027: The AI Expectations Gap Will Emerge Between Leaders And Employees”
Read “Predictions 2027: The AI Expectations Gap Will Emerge Between Leaders And Employees” at Forrester →
How this was written. ABM Fuel wrote this article with a language model from Forrester’s reporting (model: @cf/meta/llama-3.3-70b-instruct-fp8-fast); it describes that reporting rather than adding to it. The original, linked above, is the full story.
Key points from Forrester’s report
- The AI expectations gap between leaders and employees may hinder AI's benefits in 2027.
- Leaders must engage employees in the AI implementation process to see a return on investment.
- Workplace AI monitoring and AI backlash are potential risks that leaders must address.
- Investing in comprehensive learning and prioritizing human engagement can help leaders navigate AI challenges.
According to Forrester, a significant challenge in 2027 will be the disparity between leaders' visions for AI and employees' actual experiences with the technology. This disconnect may amplify existing tensions between executives and workers. Forrester reported that leaders' expectations for AI-driven efficiency gains may not be realistic, given the tools' limitations and unclear use cases.
The gap between leadership and workforce expectations is not new, but AI may exacerbate it. Leaders who fail to engage employees in the AI implementation process may not see a return on investment. Forrester notes that leaders must take responsibility for bringing people and technology together to achieve AI's benefits.
One predicted outcome is that workplace AI monitoring may discourage employee initiative. When employees perceive monitoring as punitive, it can suppress their motivation and performance. Forrester suggests that leaders can avoid this by using AI monitoring transparently and only when it helps employees succeed.
Another prediction is that workers with high AI skills will have access to premium tools, creating a productivity gap. Many companies invest in AI but do not see the expected benefits, according to Forrester's State Of AI Survey. This may be due to a lack of focus on people and processes, rather than a problem with the technology itself.
Forrester also predicts that some enterprises will face an AI backlash, leading to malicious compliance. As employers tout AI's potential to replace jobs, some disengaged employees may become malicious actors, sabotaging AI efforts. Leaders must clearly communicate AI's purpose and benefits to avoid this outcome.
To navigate these challenges, Forrester recommends that leaders prioritize human engagement and invest in comprehensive learning. By doing so, they can ensure that AI is used effectively and that employees are equipped to work with the technology. Forrester clients can access additional resources and guidance on this topic.
The Predictions 2027 report provides more data and insights on the future of work and AI's impact on employer-employee relationships. Non-clients can access complimentary resources, including webinars and guides, on the Predictions 2027 hub.
Questions and answers
What is the AI expectations gap?
The AI expectations gap refers to the disparity between leaders' visions for AI and employees' actual experiences with the technology.
How can leaders avoid the negative effects of AI monitoring?
Leaders can avoid the negative effects of AI monitoring by using it transparently and only when it helps employees succeed.
What can leaders do to address the AI backlash?
Leaders can address the AI backlash by clearly communicating AI's purpose and benefits to employees and prioritizing human engagement.
