As organizations face rapid change, CHROs are uniquely positioned to ensure transformation centers on people, not just AI, tech tools or processes. From workforce planning to reskilling, HR leaders have multiple levers to guide employees through uncertainty while shaping long-term business outcomes.

Brandon Roberts, group vice president of people insights at ServiceNow, emphasizes that transformation is fundamentally about people. “We believe this is not a technology shift. It’s a human shift,” he says.

“People talk about features and functionality” of new HR tech tools, says Roberts, “but not enough about whether the workforce has the skills to support transformation or how it will change the way we actually do work.”

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Here are 10 ways Roberts says CHROs can bridge this gap and lead the human side of change.

1. Clarify HR’s role in transformation

Many HR leaders struggle to determine their role in enterprise change. However, a 2024 academic study published in the journal Frontiers in Psychology provides evidence that the authors say, “strengthens the legitimacy of HR professionals in AI-related transformations.” The authors analyzed 27 years of research on AI in human resource management and presented insight into how the technology has influenced the field of HR.

When undergoing AI-driven or other change, Roberts suggests focusing on three pillars: reimagining HR through new ways of working, enabling the broader workforce and transforming roles and planning across the organization. “Some [leaders] are thinking only about capacity for their HR team or just the HR piece,” he says. Others are thinking about the broader workforce transformation. “I hope this helps clarify that HR has multiple roles to play.”

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2. Act as a cross-functional connector

AI, automation and digital tools are changing the enterprise, but successful transformation requires alignment across departments.

“AI is as cross-functional as you can get,” Roberts says. “Legal, IT, HR—everyone needs to be aligned on priorities and governance from the beginning.” CHROs can act as connectors, ensuring workforce strategies align with operational, legal and ethical considerations.

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