Change management: why AI isn't business as usual

Most AI implementation challenges aren't about the technology—they're about everything around it. In this recorded panel from Zendesk Relate 2026, Zendesk's CTO and industry experts discuss why treating AI as "business as usual" is a mistake, and what intentional change management looks like when uncertainty is high and the stakes are real. You'll hear real-world examples, explore a branching scenario, and walk away with a clearer picture of how to bring people along rather than leave them behind.

This mini-course is part of a five-part series recorded at Zendesk Relate 2026. Each one stands on its own—start wherever feels most relevant to you.

• Change management: why AI isn't business as usual
• Talent evolution: rethinking roles and upskilling
• Metrics: measuring what matters in AI
• Trust and governance: the backbone of AI success
• Parting advice: beyond the AI technology

Learning objectives

By the end of this course, you will be able to:

• Identify why AI implementation requires intentional change management—not a quiet rollout.
• Evaluate different approaches to introducing AI to a team and anticipate their consequences.

Audience

This course is intended for all audiences.

Prerequisites

None required.