如何通过“领导力通行证”在AI时代释放人类潜力+How+a+License+to+Lead+can+Transform+Human+Potential+in+an+AI+World

Howalicenseto

leadcantransform

humanpotentialin

anAIworld

RealizingthebenefitsofAIrequires

leaderstobuildconfidenceand

agency—notjusttechnology.

Content

Introduction1

Chapter1:AIisreshapingourdailylives3

Chapter2:AttitudesaboutAIaredeeplypersonal6

Chapter3:AImustsupportpeople,notdiminishthem10

Chapter4:Controloragency—whatreallymatters?14

Chapter5:Licensetolead:Doyouhavewhatittakes?16

Inbrief

2

AI’spotentialexcites

peopleasmuchasit

worriesthem.Leaders

musttapintothis

enthusiasmwhile

addressingrealconcerns.

1

TheEYAISentiment

IndexStudyshowsmost

people(82%)arealready

usingAItoimprovehow

theyliveandwork,but

just57%feelcomfortable

withit.

3

Greatleadershelp

peopleengagewith

AI.Whenit’srelevant,

intuitiveandhuman,it’s

transformative.

Artificialintelligence(AI)hasbecomeanintegral

partofthewayweliveandwork.TheAISentiment

IndexStudy,aglobalsurveyofover15,000people,showsthat82%ofrespondentshadconsciouslyusedAIinthepastsixmonths.Andmanywillhaveused

orreliedonAIwithoutevenrealizingit.Thisisnot

justatechnologyrevolution—it’sahumanone.AIischangingwhatpeoplecanachieve.

However,thereisanadoptiongap—aspacebetweenhowmuchpeoplearewillingtouseAIandhowmuchtheyactuallydo.Thatiscausedbyconcernsaroundtrust,privacyandcontrol,butit’salsoaboutwhat’scurrentlyavailable.BetterAItoolsmatter,butit’s

equallyimportanttomakesurepeoplewanttouse

them,andthattheyseethevalue.Closingthisgapisasignificantopportunityfororganizations.

Thisiswhereleadershipiscritical.OrganizationsthatactivelycreateconfidencearoundAI,demonstrate

itsbenefits,andempowerpeopletoengageon

theirowntermswillputthemselvesinthestrongestposition—notjusttoimplementAI,buttoshapeitsroleinbusinessandsociety.

Wecallthisthe“licensetolead.”Organizationscan

earnandgrowtheirlicensebyusingAIinwaysthat

alignwithhumanneedsandexpectations,while

enhancinghumanpotentialratherthandiminishingit.

1|HowalicensetoleadcantransformhumanpotentialinanAIworld

Thiscouldbemoreofachallengethanmanyleadersimagine.AsLaurenceBuchanan,EYGlobalCustomerandGrowthLeader,says:“WhileAIisadvancing

rapidly,trustinmanyoftheorganizationshoping

Citizens’

interestin

AIofferings

toshapeitsfutureremainslow.TrustinAIisnot

Adoptiongap

Opportunity

justaboutthetechnologyitself—it’saboutwhetherpeopleareconfidentthatorganizationswilluseitinwaysthatservethem.”

Thisreportexploreswhereadoptiongapsexist,whatittakestoclosethem,andhoworganizationscan

createalicensetolead,sotheyarebestplacedtobenefitfromAInowandtoshapeitsfuture.

Licensetolead

ThisisaVenndiagramconsistingofthreeoverlappingcirclesrepresenting1.

Citizen’sinterestinAIofferings,2.TheAIadoptiongap,and3.Licensetolead.Theareawhereallthreecirclesoverlapinthecenteristheopportunityorganizations

havetobenefitfromnowandinthefuture.

Abouttheresearch

window.Thesesessionsfocusedontheperceptions

ofAIandhowitisimpactingthelivesofeveryday

people,withafocusonexploringwhatexcitesthemaboutAI,whatconcernstheyhave,andtheircomfortwithAI.

TheAISentimentIndexStudyisbasedonresearch

conductedbyEYSweeneyintothewayspeople

aroundtheworlduseAIandhowtheythinkaboutitsfuture.Twocomplementaryresearchmethods

wereused.

BetweenDecember2024andJanuary2025,wesurveyed15,060peoplefrom15countries:

Australia,Brazil,Canada,China,France,Germany,

India,Japan,theKingdomofSaudiArabia,New

Zealand,SouthKorea,Sweden,theUnitedArab

Emirates,theUnitedKingdom,andtheUnited

States.Tomakesuretheresultsofthesurveywere

representativeofthepopulationineachmarket,a

randomstratifiedsamplingapproachwasusedwith

quotasonage(18yearsandolder),genderand

location,basedonlocalcensusdata.Toguarantee

eachcountryhadanequalsay,allresultswere

statisticallyweighted.BecauseinternetpenetrationisrelativelylowinmarketssuchasIndia,China,Brazil

andJapan,anyresultsfromthesemarketsshouldbeviewedasrepresentativeofpeoplewhoareinternetenabled,ratherthanthegeneralpopulation.

Inaddition,inFebruary2025,chatsessionswere

conductedwithpeopleineachmarketusingatrainedagenticAIresearcher.Atotalof135peoplewere

interviewedacrossthe15countries.Tomaintainanethicalandtransparentprocess,participantswere

informedthatconversationswouldbeapproximately20minutesinlengthandoccurthroughachat

2|HowalicensetoleadcantransformhumanpotentialinanAIworld

3|HowalicensetoleadcantransformhumanpotentialinanAIworld

1

AIisreshapingourdailylives

UnderstandinghowpeoplefeelaboutAItodayrevealsinsightsintoitsfuture.

People’sengagementwithAItodayreflectsafocusonpracticality.MostarenotinterestedinAIin

itself;theywanttoknowhowitcanhelpthemmeetexistinggoals.Today,themostcommonusesare

forstraightforward,efficiency-driventasks.Some

applicationsarehighlyspecific,suchasmanaging

electricalconsumption,whileothersaremore

generalandwidelyapplicable,likelearningaboutatopicorsummarizinginformation.WhenAIprovidesimmediatetangiblevalue,peopleareinterested.

ButAIadoptiondependsonconfidenceasmuchasitdoesonfunctionality,andthereareclearboundariestowherepeoplefeelcomfortableadoptingAItoday.Morecomplexsystems,tasksrequiringpersonal

data,oremotionallyengagedinteractionsremainlesscommonlyused.Theseapplicationsoftendemandagreaterlevelofconfidenceoruserengagement,or

theyrequirepeopletousetechnologiesinwaystheydon’tunderstand.

Overall,theseboundaries—whichweexploreinmoredetaillater—willshiftasAIevolves.It’simportanttotrackthem,sobusinessleaderscanmakedecisions

basedonwherepeoplearenowandwheretheyareheading,notwheretheyusedtobe.Leaderswho

assumeAIadoptionwillfollowasimpletrajectory

willmissthedeeperreality:asAIbecomesmorepowerful,itneedstobecomemoretrustedandmoreintuitive.

ThisiswhattheAISentimentIndexdoes,by

quantifyinggloballevelsofcomfortwithAI.Today,

theglobalindexscoreis68outof100.Thosewho

aremostcomfortablewithAIaresignificantlymore

engaged—onaverage,they’veused15differentAI

applicationsinthepastsixmonths,comparedtosix

amongthosewhofeelneutralandjustthreeamongthosewhoremainuncomfortable.Thedatahighlightsareinforcingeffect:thosewhofeelcomfortable

withAItendtoexploremoreapplications,graduallyincreasingtheirconfidenceandusage.

4|HowalicensetoleadcantransformhumanpotentialinanAIworld

DefiningtheAISentimentIndex

TobetterunderstandglobalsentimenttowardAI,EYteams

createdtheAISentimentIndex.ThisIndexisanaverage

indicatorofcomfortwithAIbasedonfourinputs:

1

Howcomfortable

respondentsfeel

aboutthepresence

ofAIintheirday-to-

daylives

Eachcomponentwasequallyweightedandrescaledthetotalscorefrom

0-100.AhigherscoreindicateshighercomfortwithAI.Throughout

thereport,theindexwassegmentedintothreegroups:uncomfortable

(scoreof0-25),neutral(26-74),andcomfortable(75-100).

2

Thepersonalimpact

AIiscurrentlyhaving

onrespondents’day-

to-daylives

3

Thenationalimpact

AIiscurrentlyhaving

onrespondents’

country

4

TheirexcitementforthefutureofAI

TheEYAISentimentIndexshowspeople’scomfortwithAI

Scorecalculatedasanaveragescoreoutof100

India88

China88

UAE87

KSA86

SouthKorea86

Brazil76

69

Japan

68

Globalaverage

60

Germany

58

58

58

Sweden

USA

Canada

54

54

Australia

UK

53

NewZealand

51

France

TheEYAISentimentIndexisbasedonfourinputs:excitementforAI,perceivedimpactofAIontheircountry,perceivedimpactofAIontheirday-to-daylivesandoverallcomfortwithAI.

AbarchartshowingacomparisonofEYAISentimentindexscoresbycountry.

TheseearlyadoptersprovideaglimpseintoAI’sfuture:they’renotonlymoreacceptingofAI-powered

recommendationsandautomationbutalsomorelikelytoappreciateAI-drivencustomerexperiences,suchaschatbots,andevensocialinteractions.

Growingadoptionisaboutmakingsurethenextwaveofusersfeelempowered,notleftbehind.PeopleleantowardAIwhentheyunderstandit,andtheyunderstanditbestwhentheyhavethechancetotryit.AsAI

continuestoembeditselfintopeople’slives,thosewhorecognizethedifferencesinhowpeopleengage

withit—whatexcitesthem,whatholdsthemback—willhavetheclearestviewofwhereAIisheadingnext.

Organizationsthatcultivateconfidence—bycreatingsafeopportunitiesforpeopletoexploreAI—willbebestpositionedtoaccelerateadoptionandshapeAI’sroleinsociety.

Keyquestion:

HowareyoudesigningAIexperiencesthatalignwithrealhumanneeds,ratherthanassumingadoptionwillhappenonitsown?

“

Ifind[AIinmyday-to-daylife]alittlebitscarytobehonest…[butwhenI

haveusedit]IdoliketouseGoogleLens,etc.,it’sjustausefulwayto

searchforinformationsometimes…WhenIlastboughtacar,Ifound

oldpostsaboutitthankstoGoogleLens[whichisgoodbecause]itgavememoreofanideaofitshistoryandpreviousowners,etc.

Male,aged35-49,workingparttime,NewZealand

5|HowalicensetoleadcantransformhumanpotentialinanAIworld

6|HowalicensetoleadcantransformhumanpotentialinanAIworld

2

AttitudesaboutAIaredeeplypersonal

UnderstandingAIsentimentacrosssixkeypersonashighlightsbothopportunitiesandrisks.

AIadoptionandsentimentarenotuniformaround

theworld.Demographicfactorslikeage,educationandgeographyplayanimportantroleinhowpeoplearerelatingtoAI.Butpsychographics—howpeoplethink,whattheyvalue,andtheiremotionalresponsetotechnology—arejustascritical.TheAISentimentIndexrevealssignificantglobalvariationinalltheseareas,highlightingbothopportunitiesandrisksfor

businesses.AIisnotaone-size-fits-allstory—it’sadeeplypersonal,context-drivenexperience.

Atanationallevel,AIsentimentvarieswidely.

SkepticismremainsmorepronouncedinFrance(51),NewZealand(52),andtheUK(54),whichsitatthelowerendoftheIndex.CountrieslikeIndiaandChinaareleadingtheway,withsentimentscoresof88,

reflectingoptimismanddeepAIintegrationintodailylife.Thesedifferencesreflectmorethanjustpolicy

orinfrastructure—theyrevealhowdifferentsocietiesareinternalizingAI’sroleintheirfutures.

Tobetterunderstandthesevariations,weidentifiedsixdistinctAIsentimentpersonas.Theseprovide

ausefulwayofmappingglobaldifferencesinAI

engagement—fromthosewhoaremostexcitedtothosewhoremaindeeplyskeptical.

“

Iamconcernedthatexcessive

dependencemayleadtohuman

redundancyandresultinexclusion,[but]Ithinkit’swonderfulthat

evensomeonelikeme,whois

notgoodatcommunicatingwith

people,caneasilychatandconsultwithAI,makingiteasiertointeractthanwithhumans.

Male,aged18-34,workingparttime,Japan

7|HowalicensetoleadcantransformhumanpotentialinanAIworld

Identifyingthesixpersonas

Sixoverarchingpersonaswerecreatedinthesurveypopulationtoacknowledgethediverseviewsthat

peoplehaveonAI.Alatentclasssegmentationwasusedtodefinethem,basedon10questionsaround

AIsentiment,includingexcitementandworries,impactofAIuse,viewsoncompaniesusingAI,anduse

ofAIintheirdailylives.

Cautiousoptimists

WelcomeAI’spotentialwhileremainingmindfulofrisks.

12%

Unworriedsocialites

EmbraceAI’sbenefitswithfewreservations.

13%

Techchampions

FrequentlyuseAIandseelong-termbenefitsbutstilladvocateforregulation.

23%

AIrejectors

ResistAIaltogether,prioritizing

humanconnectionandadvocatingforstrictregulations.

17%

Passivebystanders

Expressconcernsabout

misinformationandmaintainanambivalentattitudetowardAI’sadoptionandimpact.

15%

Hesitantmainstreamers

Expressconcernsaboutdataprivacyandtransparency,butrecognizethebenefitsAIcouldbringtosociety.

20%

ThesixfacesofAIsentimenthighlightthedifferentcomfortlevelswithAI

DistributionacrosstheEYAISentimentIndex

●Uncomfortable

10%89%

.Neutral

●Comfortable

6%94%

15%83%

11%43%47%

17%50%33%

63%32%5%

Cautiousoptimists Unworriedsocialites TechchampionsHesitantmainstreamersPassivebystanders

AIrejectors

AbarchartshowinghowthepersonasaredistributedacrosstheEYAISentimentIndex.

8|HowalicensetoleadcantransformhumanpotentialinanAIworld

People’ssentimentofAIisshapedbytheirlevelsofengagementandperceptionsofAI’simpacts

Hesitantmainstreamers

Cautiousoptimists

Unworriedsocialites

Techchampions

Passivebystanders

AIrejectors

%Shareofrespondents4%100%

LiketheideaofusingAItohelpsimplifyandmakechoices

ThinkthebenefitsofAIoutweighthenegatives

AreexcitedforAIintheirlives

HaveagoodunderstandingofAI

97%

6%

84%

66%

29%

96%

11%

84%

67%

44%

28%

71%

100%

87%

4%

39%

23%

93%

10%

36%38%30%20%13%

AbubblechartthatshowshowthepersonasdifferintheirsentimenttowardAI.

TheMiddleEastandAsiahavehigherconcentrationsoftechchampionsthaninNorthAmerican,EuropeanandOceaniacountries

DistributionofthesixfacesofAIsentimentbycountry

%Shareofrespondents0%39%

Cautiousoptimists Unworriedsocialites TechchampionsHesitantmainstreamersPassivebystanders

AIrejectors

UAE

China

India

KSA

SouthKorea

Brazil

Japan

Canada

Germany

Sweden

USA

UK

France

Australia

NewZealand

23%

19%

27%

21%

13%

12%

5%

9%

7%

8%

9%

6%

8%

8%

5%

19%

25%

22%

17%

11%

15%

16%

10%

10%

9%

12%

9%

7%

9%

8%

34%

34%

30%

30%

30%

28%

25%

18%

19%

19%

17%

15%

14%

15%

12%

13%

10%

12%

18%

25%

22%

20%

17%

18%

17%

14%

15%

17%

18%

20%

7%

8%

6%

9%

13%

11%

26%

14%

23%

19%

19%

19%

17%

17%

16%

4%

4%

3%

4%

8%

12%

8%

32%

23%

27%

29%

36%

39%

34%

39%

AheatmapthatshowshowtherespondentsineachcountryaredistributedamongthesixAIpersonas.

9|HowalicensetoleadcantransformhumanpotentialinanAIworld

Ourstudyhighlightsafundamentalreality:

DiscomfortwithAIdoesnotmeandisengagement.

Peoplearestillfindingwaystouseit,evenasthey

questionitsbroaderimplications.Forexample,

hesitantmainstreamersworryaboutdataprivacy,

but76%agreeAImakesiteasiertocomplete

technicaloracademictasks.Evenpassivebystanders,whoengagelessfrequentlywithAI,stillinteractwithitinsomeform.

PeoplewithconcernsaboutAIstillrecognizeits

benefits—apartfromthosewhorejectitoutright.

TheyfindwaystoengagewithAIwheretheysee

clearvalue.Forsomeorganizations,thisisamomentofstrategicchoice:DoyouseeAIhesitationasa

barrier,orasanopportunitytobuildfamiliarity

andconfidence?Canyouaddressconcerns,while

recognizingandbuildingonthedesirepeoplehavetoembraceAI?

Forbusinessesandgovernmentsalike,these

personasprovideapowerfullensforunderstanding

wheretheopportunitiesare.Theyalsoshowthe

valueofhelpingpeoplefeelempoweredtouseAI,

ratherthanconvincingthemtodoso.Organizationsthatrecognizethiswillnotjustdriveadoption,they

willshapeAI’sroleinsociety.“AIwon’tbewidely

embracedjustbecauseitexists,”saysRajSharma,EYGlobalManagingPartnerofGrowthandInnovation.

“Whatmattersishelpingpeoplecrossthethresholdfromcuriositytoconfidentengagement.”

Keyquestion:

WhatareyoudoingtomakeAIfeeltangible,useful,andrelevanttothepeopleyouserve—whetheremployees,customers,orcitizens?

10|HowalicensetoleadcantransformhumanpotentialinanAIworld

3

AImustsupportpeople,notdiminishthem

WhatdopeopletrustAItodo,andwheredotheydrawtheline?

Acrossmultipleareasoflifeandwork,people’sopennesstoAIishigherthantheircurrentlevelofengagement.ThisistheAIadoptiongap.Itrepresentsasignificantopportunity,andclosingitisaboutmorethanaccess

totechnology.

Thereisanadoptiongapbetweenpeople’sopennesstoAIandtheircurrentlevelofengagement

EYAISentimentIndexanddeliberateusageofAIfordifferentpurposesoverthelastsixmonths

Financialbehaviors

Energy

Engagingwithgovernment

Professionallife

Healthandwellbeing

Technology,mediaandtelecommunication

Education

Consumerexperience

●AIUse

Personallife

●OpennesstoAI(EYAISentimentIndex)

43%84%

37%83%

45%82%

58%82%

52%81%

56%80%

62%80%

64%80%

67%77%

Note:EYAISentimentIndexscoresarebasedonthosewhohaveusedAIineachoftheseareas.

AconnecteddotplotthatshowsthegapbetweenAIuseandtheEYAISentimentIndexacrossdifferenttypesofusesofAI.

11|HowalicensetoleadcantransformhumanpotentialinanAIworld

AIusetodayisconcentratedincertainkeyareas.

It’shighestincustomerexperience(CX),with31%

usingAItoaccesscustomersupport,andinpersonalapplicationslikecontenttranslation(29%).YeteveninsectorswhereAIadoptionislower—suchas

energyorfinancialservices—theAISentimentIndexshowsthatpeopleareopentoAIplayingarole.

ManyarelikelyalreadyusingservicesorexperiencesdrivenbyAI,butwithoutrealizingit.AsSameer

SomeofthemostpromisingAIapplicationsvalidatedbyourstudyalignwithareaswherebusinessesareactivelydevelopingsolutions.Theseinclude:

Financialservices:

Personalizedcontentrecommendations

Retail:

Accessing

customersupport

Technology:

Managingsmartdevices

Mediaand

entertainment:

Gupta,EYNorthAmericaFinancialServices

OrganizationAdvancedAnalyticsLeader,notes:“It’sencouragingthattheresearchshowspeoplehave

ahighdegreeofcomfortwithfinancialinstitutions

usingAItoprotectagainstfraud.Butwithfew

respondentsseeminglyawareoftheextenttowhichAIisembeddedinfraudpreventionprocesses,thereisanopportunityforfinancialinstitutionstobetter

Health:

Diagnosingsymptoms

AI-driven

financialwellness

educatecustomersonhowAIisalreadydeployedfortheirbenefit.”

Indevelopingthesesolutions,it’svaluabletonotethisfindingfromourstudy:Agencyisasimportantasprivacy.PeoplearemorecomfortablewithAI

inmonitoringandpreventativeapplications,andbecomewarywhenAIhandlespersonaldataormakesdecisionsontheirbehalf.Forexample,

theyarerelaxedaboutAImonitoringthatkeepsa

vehicleup-to-datewithmaintenanceorprevents

shoplifting,buttheybecomehighlyuncomfortable

withAImonitoringthat’stryingtoimproveshoppingexperiencesorrecommendwaysofmaking

employeesmoreefficient.Onlyfourin10peoplefeelcomfortablewithAIbeingusedtomonitoremployeesforefficiency,analyzeresumesforhiring,orassess

employeeperformance.

Evenyoungergenerations—

whotendtobemorecomfortablewithAIingeneral

—remainhesitantwhenitcomestoAI’srolein

workplacedecision-making.

OpennesstoAIdeclinesevenfurtherwhenthe

technologyisusedtomakedecisionsthathumanswouldnormallymake.While60%arecomfortablewithAIpreventingcrime,only45%arecomfortablewithAImakinglegaldecisions.Inhealthcare,57%supportAIpredictinghealthissues,butonly37%

trustAIasamedicalpractitioner.

DiscomfortisabouttherolepeopleplayinAI-

drivensystems,notthetechnologyitself.The

fearisn’tsomuchaboutAIreplacingpeople,it’saboutAIdiminishingthevalueofpeoplethinkingcritically,makingchoices,andhavingautonomy.

That’swhybridgingtheadoptiongaprequiresnot

justtechnologicaladvancements,butanuanced

approachthatalignsAI’sevolutionwithrealhuman

concernsandexpectations.Italsorequiresamindsetshift—not“HowdoweconvincepeopletouseAI?”

but“HowdowecreatetheconditionswherepeoplewanttouseAI?”

“ClosingtheAIadoptiongaprequiresmorethan

advancedtechnology—itdemandsthatleadersbuildgenuinetrustandcreatemeaningfulopportunities

forhumanengagement,”saysMattBarrington,EY

AmericasChiefTechnologyOfficer.“AsAIagents

emerge,successfuladoptionhingesonhowwell

peopleareempoweredtoembraceAIconfidentlyandintegrateitintotheirlivesandworkinwaysthatfeelintuitiveandvaluable.”

12|HowalicensetoleadcantransformhumanpotentialinanAIworld

PeoplearelesscomfortablewithAIhandlingpersonaldataormakingdecisionsontheirbehalf

●Uncomfortable●Comfortable

NETCOMFORTABILITY

OVERALL

Healthcare

18%

38%

57%

Predictingpotentialhealthissuebeforetheybecomeserious

21%

33%

54%

Analyzinggeneticdatatopredictrisksforcertainconditions

37%

38%

1%

AnAlgeneralpractitionerforbasicmedicalconsultations

iSafetyandcrime

Enhancinghomesecuritysystems

Helpprocesslegalorcourtcases

17%

58%

29%

45%

41%

15%

iMonitoringandefficiency

Monitoringmyvehicleforrequiredmaintenance

Monitoringcustomersinalocationtopreventshoplifting

Monitoringpeopleinastoretoimproveshoppingexperience

Monitoringemployeesandofferingefficiencyrecommendations

14%

64%

18%

58%

27%

46%

31%

42%

50%

41%

19%

11%

Personalization

Analyzingsocialmediaandreviewstoimproveproductsandservices

Usingmypersonaldataandbehaviorstorecommendproductorservice

21%

51%

34%

41%

30%

8%

Netcomfortabilityisthedifferencebetweentheshareofrespondentscomfortableandtheshareuncomfortableforeachusecase.Respondentswhowere“neutral”wereomittedforsimplicity.

AhurricanechartthatshouldhowcomfortableanduncomfortablearewithdifferentAIusecasesacrosshealthcare,security,monitoringandpersonalizationusecases.

Empowermentiscritical.ArepeoplelearningtouseAIbecausetheyfearbeingleftbehind,orbecausetheyseehowitmakesthembetteratwhattheydo?OrganizationsneedtocreatespaceforpeopletoexploreAIontheirownterms—safeopportunitiestoexperiment,learnandbuildconfidence.Adoptiondoesn’thappenthrough

reassurance;ithappensthroughexperience.AIisasocialchange,andlikeanysocialchange,itwilltakerootwhenpeople