Learning the Lesson: Rethinking Talent Management in the Age of AI

Ed note: Posts published on From the Workplace are written by outside contributors and do not necessarily reflect the view or opinion of SHRM.

We’ve heard this story before. A technology emerges that promises to change the world. And it does—by driving efficiency, reducing costs, and boosting profits. But with every leap forward, jobs are lost.

Today’s force of change is generative artificial intelligence (GenAI). With the right prompts, AI can manage schedules, write code, draft reports, and handle creative tasks once thought to require human ingenuity. Experts predict AI could displace 92 million jobs globally by 2030, sparking both excitement and fear.

Historically, such shifts have strained employer-employee relationships. Just ask factory workers whose jobs were offshored or telephone switchboard operators who found themselves obsolete. Despite corporate reassurances, millions have been left behind.

This time, we must do better.

Managing Innovation

At 1-800-Flowers.com, we’ve navigated five waves of technological change—from toll-free numbers in the 1980s to the internet, mobile, social media, and conversational commerce. Each shift made previous ways of working disappear, and we learned a lot in the process.

We anticipate AI will affect every part of our business. Some roles will be phased out, but new ones will emerge. The key is ensuring employees are not passive casualties of change.

Why does this matter? Because at our core, we are about helping people foster more and better relationships. That extends beyond our customers to our employees. They’re not just resources; they’re the heart of our company.

Our challenge now is to balance innovation with compassion to ensure AI enhances, rather than diminishes, our relationships. By investing in reskilling and prioritizing employee well-being, we’ll turn this transformation into an opportunity — just as we have done throughout our history.

Bridging the Divide

A recent study by the HR consulting firm Randstad found that while a quarter of all companies have embraced AI, only a third provided training on the technology. Meanwhile, McKinsey reports that employees already use AI for 30% of their daily tasks, which is three times higher than what leadership realizes.

This gap between leadership perception and employee experience could lead to significant challenges in workplace adoption and employee morale. From past technological shifts, four key strategies can help organizations and workers navigate change, whether it’s AI or any future innovation.

1. Foster a Culture of Continuous Learning

As AI reshapes job roles, the ability to learn and adapt will be a defining factor in employee success. Organizations should create accessible learning resources, including AI-focused training, peer-led workshops, and digital courses. Providing structured learning opportunities empowers employees to integrate AI into their workflows, enhancing their skills rather than fearing obsolescence.

ServiceNow goes a step further, using AI to fine-tune its learning platform. It helps employees map career paths, set goals, and identify skill gaps, with AI recommending relevant training programs. Within the first month of launch, over 65% of employees engaged with the platform, leading to an 80% consolidation of learning tools.

2. Develop Leadership Pipelines for the AI Era

AI will redefine leadership by demanding new skills, from data literacy to ethical decision-making in automation. Organizations should proactively cultivate leaders who understand AI’s impact on their teams and industries. Developing structured leadership pipelines ensures that managers are prepared to guide their teams through changes while equipping employees in an evolving job market.

3. Document Skills and Recognition

With AI automating routine tasks, employees will need to demonstrate their ability to work alongside technology and leverage new skills. A structured system for tracking professional development — such as digital skill portfolios or what we at 1-800-Flowers.com call life transcripts — allows employees to showcase their career progress. This not only helps internal advancement but also future-proofs careers.

4. Strengthen Professional Networks to Navigate AI Transitions

Technological shifts will create new career pathways, requiring employees to stay connected with industry peers, mentors, and former colleagues. Investing in professional and alumni networks ensures that workers have access to evolving job opportunities, knowledge-sharing forums, and career mobility.

Through this framework, we aim to support employees — past and present — as they navigate change. Our mission remains the same: To bring out the best in one another.

Jim McCann is the founder and chairman of 1-800-Flowers.com.