A new report from Ricoh reveals a significant disconnect between Canadian business leaders and their employees regarding workplace technology. The survey, which included over 2,000 employees and decision-makers in the US and Canada, shows a stark contrast in how each group perceives the effectiveness of tools, especially artificial intelligence.
In Canada, 85% of business leaders said their workplace technology systems and processes are well-connected. However, 76% of employees claimed their jobs would be easier if those systems worked together better. This gap extends to AI. While 86% of Canadian decision-makers expressed confidence in their AI investments delivering value, 59% of employees reported that AI actually creates friction or extra work.
Employee Frustration with Workplace Tools
The friction is not limited to AI. The research found that 63% of Canadian employees said workflow and process-management tools add difficulty to their jobs. Another 60% reported the same for information, knowledge, and data-access tools. This suggests a broader problem with how technology is implemented and used.
Different departments also experience technology integration differently. While 66% of Canadian decision-makers believe their organisation’s technology is highly integrated across teams like IT and HR, only 54% of employees agreed with that assessment. This indicates a failure in communication between leadership and the workforce about technology performance.
A Mismatch in Priorities
There is a clear mismatch between what employers think employees need and what employees actually find useful. In Canada, 62% of employees said there is a disconnect between the tools their organisation deems most useful and the tools that would benefit them most. This misalignment is also present in the consultation process for new technology.
69% of Canadian decision-makers stated their organisations usually seek employee input before introducing new systems. Yet, only 41% of employees said that this usually happens. This communication gap leads to tools being deployed without a clear understanding of how they will impact daily work.
Risks of Workarounds and Hybrid Work Challenges
The survey highlights a critical security issue. 43% of Canadian employees use non-approved tools at least monthly to get their work done more easily. This behaviour is often a direct result of employees struggling to find information or move between disconnected systems.
There is also a notable difference in perceptions of AI governance. 89% of Canadian decision-makers believe employees have clear guidance on responsible AI use. In contrast, only 62% of employees agreed. This divergence could lead to inconsistent application of AI and potential compliance risks.
Hybrid work presents another layer of friction. Across North America, 25% of hybrid employees reported difficulties collaborating with colleagues in different locations. This is higher than the 16% of fully in-person employees and 14% of fully remote employees who faced similar challenges.
“AI creates value when it makes work easier, not when it adds another layer of complexity,” said Carsten Bruhn, President and CEO of Ricoh North America. “Strategy must drive technology decisions, not the other way around. That strategy should start with people, and understanding what employees need to do their jobs effectively.”
The findings suggest many organisations are adopting new technology faster than they are training staff to use it. 74% of Canadian decision-makers admitted their organisation invests in new technology faster than it helps employees use it effectively. This rush can lead to low adoption rates and a failure to realise the intended benefits of the investment.
When employees have to search across multiple systems or use unapproved tools to complete routine work, it exposes the organisation to greater risk. “Organisations need to better orchestrate the technology, information and workflows they already have,” said Bob Lamendola, Chief Digital Services and Delivery Officer of Ricoh North America. “Connecting those components can reduce risk and make the approved path the easiest path for employees.”