Traditionally, Experience Strategy has shaped how organisations attract, serve, and retain their customers — mapping journeys, uncovering pain points, and turning insights into meaningful improvements. But today, those same principles are proving just as powerful inside organisations. As businesses face new challenges around talent, technology, and transformation, they’re realising that the experience of employees is equally critical to performance, culture, and competitiveness.

Why do so many AI tools fail to stick? In this article, I explore the real reason adoption falls flat—and it’s not about the technology. It’s about how we frame it, pitch it, and whether it solves a problem people actually care about.

Beyond DEI—Here’s an IDEA: Inclusion, Design, Experience, and Accessibility as a strategy for innovation, relevance, and impact.