Gen AI Breaks Barriers, but People Lead the Way in Associations
In an era where innovation drives success, associations find themselves at a crossroads: how to balance tradition with the need to embrace transformative technology. Generative Artificial Intelligence (Gen AI) offers associations an opportunity to revolutionize their internal operations, empower staff and volunteers, and model best practices for their members. However, adopting such a groundbreaking tool comes with challenges, from resistance among volunteers to concerns about job displacement among staff.
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One association successfully navigated these hurdles, leveraging Gen AI to improve member services, operational efficiency, and volunteer engagement. Here’s how they did it—and what lessons can be drawn for other associations seeking to make the leap into the future.
Gen AI Breaks Barriers
A national association of financial professionals with numerous regional chapters and demographic-specific sections faced mounting pressure to modernize. Members increasingly expected seamless digital interactions, quicker responses to inquiries, and cutting-edge resources tailored to their needs. Meanwhile, staff and volunteer leaders struggled with repetitive tasks, leaving little time for strategic initiatives or community building.
Leadership recognized that Gen AI could solve many of these challenges. By automating routine processes, enhancing member engagement, and analyzing data for insights, Gen AI promised to free up staff and volunteers to focus on higher-value activities. But the path to adoption was not without obstacles. Concerns ranged from fear of technology replacing roles to skepticism about whether Gen AI could truly add value in an association context, and other risk management concerns. These apprehensions are common in the financial sector, where stakeholders see Gen AI adoption as not only a threat to traditional roles, but also a challenge due to regulatory fears.
To address these challenges, the association enlisted my expertise to design and implement a comprehensive adoption strategy tailored to their unique structure and culture.
Key Strategies for Adoption to Help Gen AI Break Barriers
Engaging Staff and Volunteers
Staff and volunteers form the backbone of an association, making their buy-in essential. We implemented a three-pronged approach to foster engagement:
- Hands-On Training for Staff and Volunteers
Interactive workshops brought Gen AI to life, demonstrating how it could assist with tasks like managing member inquiries, creating targeted communication campaigns, and streamlining event logistics. For instance, in one session, chapter leaders used an AI tool to draft event promotional materials, cutting the time needed for this task by 40%. - Gamified Microlearning Modules
Breaking down AI concepts into digestible lessons, we introduced gamified elements such as quizzes, badges, and rewards for completing training. This approach energized staff and volunteers, especially those less tech-savvy, making learning feel accessible and rewarding. - Recognition and Advancement Opportunities
Achievements in Gen AI learning were tied to tangible benefits, such as leadership opportunities within the association. Volunteers who embraced the technology were publicly recognized, creating a ripple effect of enthusiasm among their peers.
Building a Collaborative Culture
To address initial resistance, we focused on fostering collaboration and transparency:
- Community of Practice
Monthly forums brought together staff and volunteers across chapters and sections to share their experiences with Gen AI. These forums became a space for troubleshooting, sharing successes, and building camaraderie. For example, a volunteer from a young professionals’ section shared how AI had helped them personalize mentorship pairings, inspiring other sections to adopt similar tools. - Pilot Programs with Feedback Loops
Small-scale pilots allowed volunteers and staff to test Gen AI tools in specific tasks and provide feedback. One such pilot involved using AI to automate responses to common membership questions. By incorporating user insights, we refined the rollout and built trust in the technology. - Transparent Leadership Communication
Leaders hosted town halls and Q&A sessions to discuss the role of Gen AI openly. They emphasized that the technology would augment human efforts rather than replace them and that support would be available at every step.
Demonstrating Value with Early Wins
Highlighting measurable benefits was crucial to building momentum. In the first three months of adoption:
- The association used Gen AI to analyze member survey data, uncovering key insights that informed a revamped member benefits program.
- AI-driven tools reduced the time spent managing membership renewals by 35%, allowing staff to focus on expanding outreach efforts.
- One chapter successfully leveraged AI to draft personalized event invitations, resulting in a 25% increase in attendance.
Sharing these success stories through newsletters and meetings inspired confidence and encouraged further adoption across chapters and sections.
A Case Study in Transformation
One regional chapter of the association illustrated the transformative potential of Gen AI. This chapter, which like all others relied on volunteers, faced challenges in responding to member inquiries promptly and organizing events efficiently.
By introducing Gen AI, the chapter automated responses to routine questions, freeing up volunteers to focus on event planning and community engagement. They also used AI tools to streamline event registration processes, improving member satisfaction.
Within six months, the chapter saw a 30% increase in member engagement, as measured by event attendance and participation in networking activities. Volunteers reported feeling less overwhelmed and more motivated to take on leadership roles. This success story resonated across the association, spurring other chapters to explore how Gen AI could address their specific challenges.
Results and Lessons Learned
The association achieved remarkable outcomes within the first year of adopting Gen AI:
- High Engagement
- 85% of staff and 73% of volunteers completed Gen AI training.
- 63% of volunteers participated in ongoing peer learning forums.
- Increased Efficiency
- Administrative tasks were completed 30% faster on average by staff.
- Membership renewal rates improved by 12%, thanks to automated reminders and personalized follow-ups.
- Enhanced Volunteer Experience
- Surveys showed a 50% reduction in volunteer burnout, with many citing Gen AI as a helpful tool for managing their responsibilities.
Insights for Associations
This case underscores critical strategies for associations considering Gen AI adoption:
- Tailored Training
Interactive and gamified learning approaches can engage diverse groups, from staff to volunteers, ensuring everyone feels equipped to use the technology. - Collaboration and Transparency
Involving stakeholders in pilots, feedback loops, and decision-making fosters trust and minimizes resistance. - Highlighting Success Stories
Demonstrating tangible benefits early on inspires confidence and accelerates adoption.
By prioritizing people-centric strategies and aligning technology with their mission, associations can harness the power of Gen AI to elevate their operations, better serve members, and lead their industries into the future.
Key Take-Away
Gen AI breaks barriers by transforming associations through automation, enhancing efficiency, and boosting member engagement. Share on XImage credit: Tima Miroshnichenko/pexels
Dr. Gleb Tsipursky was named “Office Whisperer” by The New York Times for helping leaders overcome frustrations with hybrid work and Generative AI. He serves as the CEO of the future-of-work consultancy Disaster Avoidance Experts. Dr. Gleb wrote seven best-selling books, and his two most recent ones are Returning to the Office and Leading Hybrid and Remote Teams and ChatGPT for Thought Leaders and Content Creators: Unlocking the Potential of Generative AI for Innovative and Effective Content Creation. His cutting-edge thought leadership was featured in over 650 articles and 550 interviews in Harvard Business Review, Inc. Magazine, USA Today, CBS News, Fox News, Time, Business Insider, Fortune, The New York Times, and elsewhere. His writing was translated into Chinese, Spanish, Russian, Polish, Korean, French, Vietnamese, German, and other languages. His expertise comes from over 20 years of consulting, coaching, and speaking and training for Fortune 500 companies from Aflac to Xerox. It also comes from over 15 years in academia as a behavioral scientist, with 8 years as a lecturer at UNC-Chapel Hill and 7 years as a professor at Ohio State. A proud Ukrainian American, Dr. Gleb lives in Columbus, Ohio.