Implementing AI in a brokerage is a fundamental shift in how your team delivers value. Without a deliberate change management strategy, even the most sophisticated tools risk becoming shelfware because successful adoption is a human challenge, not a technical one.
Effective change management provides the “human-centric” framework necessary to align leadership, mitigate workforce anxiety, and translate a high-level AI vision into practical, daily habits that reduce friction and improve results.
Developed by KPMG for the IBAC AI Working Group, the framework presented below outlines a comprehensive five-phase “make it” methodology designed to move your organization from initial awareness to long-term sustainment. By following the stages of making the change clear, known, real, happen, and stick, brokerage owners can systematically equip their staff to work in new ways. Key activities within this roadmap—such as developing staff-specific personas, executing targeted training plans, and integrating AI goals into performance management—ensure that technology becomes a permanent asset to your culture rather than a temporary disruption.
