02 May 2025

A recent study by Nexthink has unveiled concerning insights regarding employee digital readiness, suggesting that organizations may risk substantial returns on their investments in artificial intelligence (AI) due to a lack of preparation among their workforce.

The survey, which gathered responses from 1,100 global IT decision-makers, revealed that an overwhelming 92% of IT leaders anticipate that the current wave of AI-driven digital transformation will lead to increased digital friction within their organizations. Alarmingly, only 47% of employees currently possess the digital dexterity necessary to effectively adapt to rapid technological changes, and 88% of leaders believe that many workers are likely to feel overwhelmed by advancements such as Generative AI.

As global IT spending is projected to soar to $5.61 trillion by 2025 — with $644 billion specifically earmarked for Generative AI — the study highlights a stark disconnect between this financial commitment and the preparedness of the workforce. Notably, 42% of leaders reported challenges in quantifying the monetary value of their AI initiatives, and 93% expressed a need for improved methods to identify underperforming investments.

“Organizations are spending trillions on IT to digitally transform, but without their people on board, it’s a fast track to failure. Too many employees are left grappling with unfamiliar AI tools because they lack digital dexterity: the ability to confidently embrace new technologies,” said Vedant Sampath, Chief Technology Officer at Nexthink.
The pace of digital evolution within organizations is quickening. On average, IT leaders expect a 43% increase in the number of applications utilized over the next three years, with two-thirds (66%) reporting the introduction of new tools or platforms on a monthly basis. This rapid change has put significant strain on IT departments, with 69% of leaders revealing that the sheer volume of users makes it difficult to provide adequate adoption support.

The adverse effects of insufficient support are evident across various business functions. The report noted that inadequate application rollouts could lead to reduced productivity for 61% of employees, hinder collaboration for 51%, escalate IT support tickets by 46%, and contribute to overall employee dissatisfaction for the same percentage of respondents.

In light of these findings, IT leaders are prioritizing the enhancement of digital dexterity within their organizations. A remarkable 96% highlighted the need to enhance their ability to accurately identify digital friction among users, believing it is pivotal for the success of digital transformation initiatives. Additionally, the same proportion emphasized the importance of bolstering digital adoption support to assist employees in adjusting to AI technologies, while 95% recognize tailored digital employee experience (DEX) insights as essential for future success.

The research outlined distinct advantages of improving digital dexterity, including faster tool adoption (46%), heightened productivity (38%), and increased innovation (37%).