It’s not about age. It’s about digital comfort.
For companies rolling out new AI tools and automation systems, it’s creating an unexpected kind of culture shock, said Kira Caban, head of public relations at Moveworks, an AI company that helps automate everyday employee tasks.
“(AI) is changing so rapidly that the ground is shifting underneath us,” she said. “What’s fascinating is how different generations approach it, not with resistance necessarily, but with curiosity and varying levels of comfort.”
Caban, who’s speaking at Ragan’s Future of Communications Conference, says the real challenge is helping people see the value of using new tech tools and making sure no one feels left behind.
- Encourage curiosity
Curiosity is the great equalizer, Caban said.
When employees of all ages are encouraged to explore, test and make mistakes with new tools, everyone wins.
This mindset is what separates companies that thrive through digital change from those that stumble through it. Don’t underestimate people. Encourage them to tinker around with new tools. Let them know that it’s okay to not be an expert but continually encourage their curiosity, she said.
“Older generations want to stay relevant, and younger ones want to be impactful,” she said. “Technology is just the bridge, not the barrier.”
- Help grow confidence
The key to bridging the generational tech gap is understanding that everyone’s starting line looks different, Caban said.
“I’ve seen older generations who are hungry to learn,” she said. “My grandfather is almost 80 and texts me about stocks and trading apps. He wants to understand what everyone’s talking about.”
Comms teams can help by offering layered tech training that meets beginners and pro users alike. This can be done through peer mentorship between digital natives and those still finding their footing, she said. It can be a bite-sized learning session with visuals or examples that help explain one new and useful feature, she said.
“It’s not about ability,” Caban said. “It’s about exposure and confidence.”
For some workers, AI tools can feel natural and essential. For others, they can be confusing or overwhelming, especially when rolled out with little context or explanation.
“There’s a lot of hype versus reality with AI,” Caban said. “Everyone’s talking about it, but the real question is what does it actually do for you?”
It may be helpful to enlist an outside company or resource your organization can lean on to understand what’s actually useful without trying to guess, she said.
Using the right tools can have a measurable impact, Caban said.
- Frame tech as empowerment, not replacement
Automation can sometimes spark anxiety about job loss, but Caban said reframing tech as a means for empowerment can soothe concerns.
“It’s not just about saving time,” she said. “We’re seeing employees grow their careers because they’re freed up to take on projects that matter and to innovate instead of just maintain.”
In AI-enabled environments, employees spend less time chasing approvals or digging through emails and more time connecting with clients, building strategy and collaborating creatively.
“The more companies can show how tech helps people, not just processes, the faster adoption happens,” Caban said.
Register now to hear Caban’s session, “The Generation Gap: Building Bridges in the Workplace From X to Z” during Ragan’s Future of Communications Conference, Nov. 12-14 at the Hyatt Regency in Austin, TX.
Courtney Blackann is a communications reporter. Connect with her on LinkedIn or email her at courtneyb@ragan.com.
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