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The buzz of the HR Technology conference has faded, but the ideas sparked there continue to resonate. I’m ready to share the insights that have stuck with me. As an HCM Technology Consultant, my role is to help clients navigate the ever-changing landscape of HCM tech. This year’s HR Technology conference provided a particularly interesting look at a market in the midst of a radical, AI-fueled shift.
The Rise of the Intelligent HR System: A Masterclass in Change Management
The most forward-looking concept I heard was from IBM’s keynote, which unveiled their vision of an agentic AI platform handling all employee and manager self-service (ESS/MSS) transactions. This approach suggests the future of HCM technology will be less about navigating a platform and more about interacting with an intelligent assistant.
IBM’s story of their HR function’s Net Promoter Score (NPS) was a powerful testament to the value of effective change management. When the AI platform was first introduced, their NPS initially dropped to -35 a predictable reaction to a major change. However, through a strategic implementation, the team improved the experience and built trust, eventually bringing the NPS up to a remarkable +74. This success stands out against a broader industry
