Editorial
If 2024 was the year of managing AI adoption, 2025 is shaping up as an opportunity to secure the benefits of AI while also managing the risks that come with any new technology. Here are a few trends we expect will impact employees and tech leadership in the new year.
Prediction: Shadow AI Requires New Governance Models
Are your employees using artificial intelligence without approval from IT? If so, you’re not alone: research shows that “more than a third (38%) of employees share sensitive work information with AI tools without their employer’s permission.” These unsanctioned and ungoverned AI systems and tools, also known as “shadow AI,” are an increasingly urgent area of concern given the inherent risks.
It’s understandable why employees turn to shadow AI. Tools like ChatGPT, AI-powered chatbots and other applications offer quick answers, streamline work and enable greater efficiency and innovation. AI helps employees craft emails, summarize spreadsheets and solve problems faster than ever, while continuing to improve when trained on high-quality data. AI lets individuals and business units be more innovative, agile, and efficient. AI also never has a bad day and keeps getting more trustworthy as you train it on high-quality data.
However, the rapid and decentralized adoption of AI comes with critical risks. Employees may blindly trust AI-generated results, assuming they are always accurate, which can lead to costly errors, misguided decisions and even reputational damage. This blind trust, combined with unsanctioned use of AI tools, creates significant challenges for IT leaders. Without oversight, "employees can unknowingly expose the organization to significant risks concerning data security, compliance and the company’s reputation,” according to IBM. For example, something as simple as asking an AI assistant to summarize emails can inadvertently share proprietary information, putting the company at serious risk.
It’s hard to fault the employees. Most people naturally focus on making their job easier and gaining a competitive advantage without considering the implications for data security. Not to mention that AI presents a classic case of chasing the latest shiny object. Still, just as companies have worked tirelessly to create great “cyber citizens,” we must do the same with AI.
Just as companies had to train employees to avoid suspicious emails and practice online safety, enterprises now face the challenge of teaching employees to be responsible users of AI. It is crucial for organizations to develop new frameworks to ensure AI is used appropriately — and securely — in the workplace. Increased monitoring, employee training guides and clear instructions for handling sensitive data are just a few ways leading organizations are balancing the desire to embrace AI with the need to manage the risks.
Prediction: Self-Healing Tech Will Continue to Improve Digital Experiences
Organizations that want to deliver a 5-star digital experiences often use self-healing IT systems that automatically diagnose and resolve IT issues before they affect employees, customers and other users.
These proactive self-healing systems make tech interactions seamless and reliable while building loyalty and satisfaction across user groups. They also let you serve more employees — including your “silent sufferers” who don’t typically report their technology problems. While self-healing is crucial for the employee experience, it’s also essential for improving the customer experience and boosting loyalty since it reduces downtime and friction that often leads to lost sales and customer dissatisfaction.
Given the benefits — and the proliferation of devices — we expect to see self-healing technologies in even more devices and categories in 2025, including point-of-sales systems, kiosks and mobile applications.
Even if self-healing isn’t feasible for your team in 2025, consider advanced monitoring tools that give your IT teams more visibility across your tech ecosystem. Endpoint monitoring and other tools let you swiftly detect and resolve issues, minimizing disruptions. As IT staffs are increasingly dispersed, these solutions can help IT departments address problems in minutes instead of hours or days.
Prediction: Leadership Will Prioritize the Digital User Experience
Employees who are dissatisfied with their work technology are more likely to quit. One study found that half of U.S. employees have changed jobs or are applying for other positions because of their frustrations.
That’s one reason the digital employee experience (DEX) is a priority for IT, human resources and the C-suite. Leading organizations use persona planning and other tools to ensure that their employees are matched with the appropriate devices and applications from day one, lowering costs while helping with onboarding and job satisfaction.
According to Gartner, “by 2026, 50% of digital workplace leaders will have established a DEX strategy and tool, up from 30% in 2024.” More employers now understand that technology isn’t just another tool — it’s a core part of the employee experience and a key factor in productivity gains and employee retention.
The digital user experience extends beyond employees to clients and customers. If a kiosk or app is slow or difficult to navigate, retailers can lose millions of dollars in sales — not to mention brand loyalty. Watch for more organizations to integrate endpoint monitors that track device performance and let organizations infer customer sentiment.
The Common Theme: Control and Shared Responsibility
All three of these predictions have something in common: They reflect a trend toward more shared responsibility for tech throughout an organization and the need for enterprises to control their IT, even as this challenge becomes more daunting.
Historically, IT didn’t have to share much responsibility for technology. If there was a tech problem, the user opened a ticket and IT handled it. But today, given the accessibility to AI, decentralized work environments and the ever-growing number of devices, IT must share responsibility with employees throughout the organization.
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As this balance shifts, IT faces growing challenges in managing new threats, especially with the rise of remote work and a geographically dispersed workforce. This diverse environment makes it harder for IT to maintain the same level of visibility into employee activities and tech usage. To protect their organizations, IT must invest in tools and strategies that provide comprehensive visibility across the entire tech ecosystem, ensuring control and security.
These factors highlight the critical need for IT to have a permanent seat at the table. By identifying opportunities and addressing risks across the enterprise, IT can help organizations adapt to emerging trends and uncover new opportunities well into 2025 — and beyond.
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