Karuana Gatimu, the Principal Manager of the Customer Advocacy Group for Microsoft 365 and Copilot, recently presented a session in the Copilot for Microsoft 365 Tech Accelerator series on driving Copilot for Microsoft 365 usage and satisfaction. Drawing from over two decades of service adoption expertise and extensive research, Gatimu shared what she and her team have learned about the human factor of implementing AI technologies. It was an informational session and offered a different perspective we found very valuable. In this post, we share our key highlights and takeaways from the session. You can watch the entire session on the Tech Community site alongside the rest of the series.

The Human Side of Change

Gatimu opened with the necessity for businesses to support their workforce during this AI transformation, focusing on three foundational pillars: leadership, human change, and technical skills. She emphasized that cultivating a nurturing environment based on trust is paramount for successful implementation.

Slide - The journey to becoming AI powered involves leadership, human change, and technical skills guided by responsible AI principles.

The journey to becoming AI powered involves leadership, human change, and technical skills guided by responsible AI principles.

Investing in the employee experience and enhancing organizational culture are crucial aspects of this journey. With Copilot for Microsoft 365 implementations, building trust by integrating authentic feedback mechanisms as well as understanding and embracing Responsible AI principles are essential parts of the process.

Slide - Copilot implementation requires synergy between user enablement and technical readiness.

Copilot implementation requires synergy between user enablement and technical readiness.

Enablement is the New Adoption

Moving away from the traditional term “adoption”, the concept of “user enablement” was introduced. User enablement is a strategy that aims to drive satisfaction and meaningful engagement with technology rather than tracking metrics of who is using what. This approach addresses the real concerns of users by supporting them throughout the user journey, facilitating a more personalized ‘aha’ moment with AI.

Slide - Understanding the Copilot user journey

Understanding the Copilot user journey

Supportive Resources and Community

Microsoft provides a variety of resources to ease the transition to AI. Gatimu encouraged attendees to utilize the Copilot for Microsoft 365 adoption hub for access to learning materials, community support, and continuous updates. The Copilot for Microsoft 365 Success Kit, in particular, will help you prepare your systems and your people for AI.

Implementation Strategies

The comprehensive implementation overview highlighted the importance of selecting the right sponsors, understanding usage scenarios, and addressing security concerns.

Slide - Essentials for Copilot success: executive sponsors, high value scenario identification, and securing data for compliance.

Essentials for Copilot success: executive sponsors, high-value scenario identification, and securing data for compliance.

She also introduced a forward-thinking model for a progressive skilling journey that aligns with Microsoft’s vision for user enablement.

Slide- Implementation model for Copilot.

Implementation model for Copilot.

Get ready:

  • Copilot rollouts are different than other Microsoft technologies and do better with a larger pool with licenses applied across entire teams.
  • Using the Scenario Library will help you identify your top use cases and metrics for success.

Onboard and engage:

  • Foundational Skills/Individual Value: Begin with the generic skill learning in Copilot Lab to master basic prompts like summarizing a meeting or generating ideas.
  • Departmental Skills/Departmental Value: The Copilot Scenario Library can be used to train users on department and role-based processes and use cases.
  • Advanced Skills/Organizational Value: Extend to key business systems to enhance and automate processes and cross-business workflows.

Deliver impact:

  • Utilize the Copilot Dashboard in Microsoft Viva to:
    • Understand Copilot usage by apps and feature
    • Analyze the impact of Copilot across content types
    • View employee sentiment
    • Access the latest AI research
  • Survey your users with the Copilot user survey kit to understand Copilot’s impact on them.

Extend and optimize:

  • Explore by identifying, prioritizing, and skilling for new high-value scenarios.
  • Expand with Copilot Studio capabilities.
  • Extend Copilot usage and skill-building across the organization.

The Road Ahead

This session was not only an eye-opener on driving Copilot for Microsoft 365 usage but also a call to action for organizations to integrate AI with a focus on the human experience. With an array of support systems in place, Gatimu called on organizations to cultivate their AI council, pally their champions, and engage in continuous improvement through feedback loops and community insights.

Mentioned throughout the presentation were the wealth of new materials released on March 6th. Below are links to that material as well as other resources mentioned:

As the Copilot experience grows, it will drive business growth and enhance employee satisfaction. If you would like help readying your organization for Copilot, contact us to schedule a complimentary consultation.

Compass365, a Microsoft Gold Partner, delivers SharePoint, Microsoft Teams, and Power Platform solutions that help IT and Business leaders improve the way their organizations operate and how their employees work.