Real change starts with people — not just plans. At KWI’s recent salon, three industry leaders shared actionable insights on how AI, storytelling and empowered frontline leadership can help build momentum and trust. The result? Turning uncertainty into sustainable change.
We believe that change isn’t just something you manage — it’s something you lead.
That belief came to life at our recent salon, “Change Like You Mean It: Building Employee Trust, Engagement and Alignment.” Moderated by KWI’s CEO, Leah Gladu, the conversation featured two powerhouse panelists: Jane Elliott, CHRO at NCR Voyix, and Heather Ross, VP of Global Strategic Communications at Genuine Parts Company.
The trio shared some real talk about what it takes to lead through change — and ensure employes embrace it.
Here are three key takeaways about how leaders can turn their insights into action:
1. Embrace AI as a Strategic Ally
AI isn’t just a buzzword anymore. It’s a powerful tool helping organizations communicate and evolve with greater speed and precision. Jane emphasized the importance of integrating AI with talent and skill-building to create a powerful trifecta for transformation.
Action Item for Leaders:
Start small and be strategic. Use AI tools to strengthen your communications framework, from analyzing employee feedback to personalizing messages and automating repetitive tasks. But don’t stop there. While AI can build the skeleton of a communications strategy, the human touch brings empathy, context and connection. Pair AI technology with thoughtful, purpose-driven messaging to make change feel consistent, clear and supportive.
“All of our companies should be changing. Leveraging AI and other tools is critical.” — Jane Elliott
2. Tell Stories That Stick
Heather reminded us that storytelling isn’t fluff; it’s foundational to building trust and engagement. In a world of information overload, the right story, told the right way, can cut through the noise and help people understand the bigger picture.
Action Item for Leaders:
Craft a narrative around your change initiatives. Use multiple formats — video, intranet posts, live events — and repeat your message often. Tailor messaging to different audiences to make sure it resonates emotionally and intellectually.
“You have to say it five times, five different ways, before it truly sinks in.” — Heather Ross
3. Equip Leaders with the Right Tools
Change can’t passively “trickle down” to the front line. Leaders at every level need the tools and support to guide their teams with clarity and purpose. That means your frontline leaders need more than an email to confidently and effectively lead their teams through change and uncertainty.
Action Item for Leaders:
Develop a communication toolkit for managers that not only helps them share updates but also equips them to contextualize the change in a way that’s meaningful to their teams. Include FAQs, slide decks, tone guidance and even sample scripts. Ensure they understand what is changing and why it matters. And don’t forget to identify and empower “boots on the ground” — trusted champions who can model and reinforce the change.
“Deploy some boots on the ground … they’re already engaged, they are excited and they’re usually someone that everyone knows.” — Leah Gladu
Final Thought
Leaders must drive change by being intentional about building trust, engagement and alignment with employees, and that requires being intentional about the way they communicate.
As the panel reminded us, communication isn’t just a support function. It’s a strategic driver of transformation. When leaders communicate with clarity, consistency and purpose, they make people feel seen, heard and part of the change.
