Trust Is the New Tech

"Six months later, the system was dead. Not broken-abandoned. The insurance company's claims adjusters had simply stopped using it. They'd found a dozen creative workarounds, from "forgetting" to log in to marking every AI recommendation as "requires human review." When pressed, they offered vague complaints about the interface. But the post-mortem revealed the real problem: No one trusted the system because no one trusted the process that created it."

"This pattern repeats across industries. McKinsey research shows that the vast majority of digital transformations fail to capture their expected value-not because the technology underperforms, but because organizational structure and culture reject it. The difference between success and failure isn't algorithmic sophistication. It's whether your people trust the system enough to actually use it. Most leaders think trust flows in one direction: employees need to trust AI."

"When employees distrust AI, they're often signaling something deeper. They don't trust that leadership understands their work well enough to implement AI thoughtfully. They don't trust that their expertise still matters. They don't trust that the organization will protect them when things go wrong. These aren't irrational fears.A recent study found that a third of employees in low-trust cultures were more likely to actively sabotage AI initiatives-not through malice, but through self-protection. They hoard knowledge, create undocumented workarounds, and maintai"

An AI implementation produced strong metrics but was abandoned months later when users stopped using it and created workarounds. Claims adjusters avoided logging in and marked recommendations for human review. The failure stemmed from lack of trust in the process that produced the system rather than technological defects. Organizational structure and culture frequently block digital transformations from capturing expected value. Trust operates among leadership, employees, and technology; a breakdown on any side undermines adoption. Employee distrust signals doubts about leadership understanding, the relevance of expertise, and protection after failures, prompting knowledge hoarding and sabotage.

Read at Psychology Today