Strategic Cost
An organization’s primary strategic risk is its inability to adapt to change when its employees cannot develop their skills. This difference is clearly evident in the AI transformation: When Salesforce had AI handle approximately half of its customer interactions, it reduced its support team from 9,000 to 5,000. IKEA, on the other hand, retrained the 8,500 employees affected when its chatbot took over 47% of calls, transforming them into interior design consultants—this channel generated 1.3 billion euros in revenue in its first full year. The difference lies in employees’ ability to adapt to new roles; a workforce unable to develop itself makes the company’s transformation impossible.— Source: CNBC, 2025 | Ingka Group / Reuters, 2023