Adoption of an AI co-pilot by a National Sales Force
The North American sales force of this client’s commercial fragrance division was under pressure to deliver top-line sales growth. The leadership of this sales team engaged in the development of an AI tool to facilitate the sales process and bring in new business. This change in process was welcome for some and made others very uncomfortable as they saw the new tool as a threat to their expertise.
This challenge of changing the perception of the sales force to understand the intended value of the new tool required a nontraditional, nonlinear people change management approach. That approach was iterative instead of big-plan-upfront. It began with an understanding of the impediments and challenges that caused nervousness with the new tool directly from the sales force. It involved running short, inexpensive change experiments that allowed for rapid, inexpensive learning and adaptation. With the increased adoption of the new tool by the North American division’s sales force, 90% of their growth has come from new business. This is a new milestone for the division.