Organizations everywhere are investing in new HR and benefits technologies. AI assistants, navigation tools, intranets, learning platforms, mobile apps, and point solutions are all important elements of the employee and participant experiences. Yet savvy leaders know that introducing more tools doesn’t automatically lead to better engagement and satisfaction. Even if you’re lucky enough to drive high initial interest and adoption, you may never see sustained use and meaningful results.
Data from 2025 supports what we see in our consulting work every day. The organizations that get real value from their tech investments focus on the human impact of technology—first and always. They’re clear about why it matters to users, intentional about designing a seamless and engaging experience, and disciplined about aligning HR, IT, and internal communications to deliver on the needs and expectations of employees at every touchpoint.
Many recent studies, including those referenced in this post, reinforce a crucial distinction that often gets overlooked:
A 2025 BCG survey found that more than three-quarters of managers reported using generative AI tools several times a week, but regular use among frontline staff stalled at only 51%. This gap shows that high adoption in one population does not guarantee real engagement across the workforce. Time magazine’s work survey reinforced this point, noting that organizations succeeding with new tools focus on outcomes rather than activity. Logins are the starting line, not the finish line. And Gartner’s 2025 employee experience tech report made it clear that many companies introduced tools without reshaping workflows or behavior around them. The result was low sustained use and poor return on investment.
The consistent theme across this research? To realize a new technology’s full value, moving from adoption to engagement, it must become part of how people navigate decisions and get things done.
Closing the adoption-to-engagement gap also requires that leaders understand how their people really feel about new technology. A 2025 study by BCG and Columbia Business School showed that 76% of leaders believe their employees are excited about new tech, while only 31% of employees actually feel that way. Understanding this gap is the first step toward closing it.
Across clients, we’ve consistently observed that employees rarely resist technology because they dislike it. They resist because they do not understand why it matters. Being clear about the why means explaining the purpose and benefits of a tool before you introduce the tool itself. Organizations that excel at this do three things well:
For example, when a large university introduced a major health plan change, they explained the why early, delivered personalized messages, and offered clear comparisons, resulting in a rollout that was smooth and where almost all employees made an active choice on time.
When people understand the purpose, they are far more likely to lean in, not just log in.
People don’t relate to technology as a list of features. They relate to it as an experience. Organizations that apply UX expertise, behavioral science, and human-centered design principles to their HR and benefits rollouts have the edge on driving engagement. Here are some of the must-dos for success:
People-centered design transforms a complicated rollout into a clear, intuitive experience.
Despite rapid advances in the human-like support offered by conversational AI tech, real human connections are still critical to optimizing engagement. A Microsoft Work Trend Index finding puts it this way: Tech can scale, but human connection builds trust. Successful organizations add human touchpoints to help employees adapt to their needs. They also:
High tech works best with high touch.
Many technology rollouts struggle, not because of the tools, but because ownership is fragmented across HR, IT, vendors, and internal communications. Reports from Gartner and others all point to the same reality. Cross-functional alignment is no longer optional. Successful organizations:
A 2025 Sapient Insights survey found that 54% of IT leaders now see HR as a strategic partner, because successful AI and tech adoption requires understanding how people work.
For many clients, Segal Benz supports this alignment through deep-dive ecosystem analyses, rapid strategy sessions, and technology ecosystem assessments that help teams align on the outcomes that matter most.
Getting the most value from new technology and driving meaningful engagement starts and ends with a focus on your people. In setting up and using your new technology, be sure to include:
The result is not just a higher adoption of tools. It’s about creating a more connected and intuitive experience that leads to higher engagement in the programs that matter most.