This research examines why AI adoption often fails in medium-sized businesses despite significant investment. By interviewing employees and leaders, it develops a practical framework that treats AI as a new colleague requiring onboarding, trust, and cultural integration. The findings will help organisations implement AI more successfully and improve long-term adoption.

This research investigates why many organizations fail to implement AI effectively, focusing on readiness rather than technology. In automotive after-sales services, it identifies gaps between systems and AI ambitions. The study develops a framework aligning people, processes, and capabilities, helping organizations achieve sustainable and successful AI adoption.