Managing Change in the Age of AI: The Head, Heart, and Herd Framework

ABSTRACT: Change is inevitable, but adoption is key. From AI/ML tools to leadership shifts, success depends on aligning people, not just technology.
This article is based on research and a presentation by Wayne Eckerson.
The Industrial Revolution was a period of sweeping transformation. It introduced groundbreaking innovations like steam engines, mechanized textile production, and mass manufacturing. These technological advancements promised prosperity but required massive societal and organizational shifts. Workers had to learn new skills, adapt to unfamiliar workflows, and face an uncertain future. Resistance and upheaval were inevitable—but for those who embraced change, the benefits were profound and far-reaching.
Fast forward to today, and we’re witnessing a similar inflection point with the rise of AI/ML tools and modern data platforms. These technologies promise to reshape industries, but their success depends not just on deployment but on adoption. And adoption—getting people to embrace new ways of working—has always been the hardest part of any major transformation.
This article examines why change efforts often stall and introduces the head, heart, and herd framework—along with key tactics—to help organizations drive successful adoption.
Why Change Fails Without the Right Approach
Change is complex because it affects both people and processes. Whether an organization is merging systems after an acquisition, adopting AI/ML tools, or responding to market shifts, success depends on more than just implementing new technology—it requires managing the human element.
Technical changes, such as modernizing a data platform or introducing new governance frameworks, often face resistance if employees don’t understand their value. Similarly, organizational shifts—like corporate spin-offs or leadership changes—can disrupt established workflows, creating uncertainty and pushback.
A study by McKinsey & Company found that up to 70% of mergers and acquisitions fail, largely due to cultural and operational misalignment, even when financial and strategic objectives are met. Without a structured approach to change, organizations risk stalled initiatives, disengaged employees, and unrealized potential.
To avoid these pitfalls, leaders need a clear strategy that aligns stakeholders, builds engagement, and creates momentum for long-term adoption.
The Head, Heart, and Herd Framework
Change succeeds when organizations address both the logical and emotional aspects of transformation. The head, heart, and herd framework provides a structured way to engage stakeholders, ensuring that they understand, connect with, and influence the change.
Appeal to the Head
To engage the "head," start by educating people about the specifics of the change. Clearly explain what is changing, why it’s happening, and how it will impact their roles and workflows.
Next, address the actions they need to take, when these actions are expected, and how to implement them effectively. By providing this clarity, you reduce uncertainty and help people feel prepared to navigate the transition.
Ease their fears by communicating frequently through emails, meetings, and Q&A sessions. These efforts ensure that stakeholders feel informed and empowered, laying the groundwork for adoption.
Appeal to the Heart
Inspiring the "heart" means connecting the change to a larger purpose that resonates emotionally. Demonstrate how the initiative aligns with the organization’s mission or values, influences the industry, or even impacts society at large.
On a personal level, show employees how the change can benefit them—through career growth, enhanced skills, or opportunities for recognition. Emotional investment is key: when people see the change as meaningful and aligned with their personal or organizational goals, they’re more likely to embrace it wholeheartedly.
Appeal to the Herd
The "herd" principle focuses on leveraging social influence to build momentum. Identify early adopters—teams or individuals who are ready to embrace the change—and amplify their successes.
Share their results and behaviors through internal communication channels like newsletters, webinars, or events. This turns them into role models who can inspire others to follow suit.
Where gaps exist, consider bringing in new hires who are well-versed in the new processes. These individuals can help normalize the desired behaviors, fostering widespread adoption across the organization. By building a community of advocates, you transform change into a collective effort rather than an individual struggle.
Tactics for Making Change Stick
1. Create a Communications Plan
A structured communications plan helps set expectations and maintain alignment. Organizations should identify key stakeholders, allocate time for messaging, and recruit communication professionals to support the rollout.
2. Get Executive Buy-In
Engaging executive stakeholders early is critical. Leaders should find influential sponsors to champion the change, identify skeptics and address their concerns, and apply strategic messaging to win broader support.
3. Roll Out the Change
Starting small can increase the likelihood of success. Organizations should select cohesive, well-connected teams to pilot the initiative, providing training to well-connected individuals within those teams. These individuals and teams should then be encouraged to share their experiences across their networks to trigger viral adoption. Cross-functional groups can also serve as change agents if representatives spread information to their teams and encourage adoption.
4. Be Ready to Scale
Research shows that once 25% of a population adopts a change, a tipping point is reached, and the remaining 75% adopt the new behavior almost immediately. Thus, organizations should be ready to scale up training, licensing, and support infrastructure to support rapid adoption and continue the momentum.
Conclusion: Making Change Work
The challenges organizations face today—whether implementing AI/ML platforms, modernizing data infrastructure, or navigating leadership shifts—echo those of the Industrial Revolution. They require technical expertise and thoughtful management of the people driving the change.
The head, heart, and herd framework provides a roadmap for navigating organizational and technical transformations by focusing on clear education, emotional inspiration, and social influence.
Having a framework is only the first step—executing change effectively requires tactical planning and execution. In our next blog, we’ll dive deeper into practical change management tactics—from crafting communication strategies to rolling out new processes and scaling adoption efforts.
If you’re looking to learn more about these principles in action, register for our upcoming webinar, where we’ll share real-world case studies and actionable strategies.
Change isn’t easy, but with the right approach, it can lead to lasting progress for your organization and your people.
Acknowledgment: This article draws from a slide deck created by Wayne Eckerson, which includes the head, heart, and herd framework for change management. Abdul Fahad Noori wrote the article with the assistance of ChatGPT, which helped generate ideas and content.