How AI transforms the future of HR and empowers the employee experience

Discover how our organization applies AI in HR to empower employees, improve well-being, and help them reach their full potential.

In brief:

• EY integrates AI in HR to enhance the employee experience and create value.
• The focus is on agility, role modeling, and appreciation to encourage the use of AI-tools.
• By introducing the concept of the Digital Ally, EY makes AI more accessible and personal for employees.

AI is rapidly transforming the way we work. For organizations, it is now crucial to embrace this transformation with confidence and focus on value creation. At EY, we have taken the step to not only adopt AI responsibly but also to integrate it as 'Client Zero' within our own organization. We have experimented and tested what works and how to integrate a sustainable way of responsible AI in our organisation. This journey gives us clear insight into what works, where improvements are possible, and allows us to advise clients based on our own experiences to shape the future with confidence.

HR Director Maarten Lintsen is responsible for 5,000 FTE in the Netherlands. Regular evaluations help us clearly map the progress and needs of our employees, for improving the skills of our workforce. "We are shaping our AI journey with our employees confidently and future-proof."

AI and the HR strategy

During our conversation, Maarten says: "At EY, employees are central. Our HR strategy is built around the employee journey, and this journey becomes much more interesting with the advent of AI. We want everyone to be the best version of themselves so they can contribute real value to our clients and the organization."

He continues: "Research among our own employees shows that repetitive and administrative tasks negatively impact their well-being. It is therefore crucial to find solutions that promote their well-being. One of our key tasks that we are currently working on from HR is the adoption of tooling. We have the right framework for AI: doing work that you enjoy and where you can deliver real value through the use of AI. From this positive message, we have started to fully activate the agility of our employees."

Agility and AI

Agility is an important aspect of our transformation; it enables employees to quickly acquire new skills and adapt effortlessly to changes. Maarten explains: “By agility, we mean the ability of people to acquire new skills. AI is now a recent example, but we have seen this kind of change before with the rise of the internet, email, and the introduction of the electric car.The good news is that everyone is agile. The degree of agility is strongly influenced by three factors: purpose, appreciation, and role modeling:

• Purpose: When employees understand the purpose of using AI-tools, they are more likely to use them. Therefore, we communicate this purpose very clearly and in a positive frame.
• Role modeling: When employees see that others, especially leaders, are using AI-tools, they are more likely to do so as well. Role modeling from leadership is therefore crucial.
• Appreciation: When employees receive appreciation for using AI-tools, the likelihood increases that they will use them. Appreciation can consist of compliments or time that they receive from the organization to train themselves in the use of AI.

AI-Proof future

Advice from practice is essential for organizations looking to adopt AI, as it helps them avoid pitfalls and make implementation more effective. Maarten: "Introduce a good KPI. Set a clear goal for the organization, something everyone can strive for, alongside promoting agility and a strong communication campaign. My advice is also to be proud of your own support base and focus on three key aspects: agility, curiosity, and the willingness to invest. It is crucial to have a clear vision for the future and to mobilize employees."

Client Zero has made us aware of our leading role in the adoption of AI in the Netherlands, which generates a lot of enthusiasm among our clients. However, the biggest challenge is the gap between top-down vision and actual adoption among employees. My advice is to think 'future back': determine where you want to be in ten years and work back to the initiatives you need to deploy now and build gradually. Additionally, AI literacy is crucial, especially regarding Agentic AI, as the gap is not getting smaller but larger every day. This makes it easier to plan concrete actions and take the right steps now.