The study, based on observational research with AI power-users, reveals that soft skills – such as analytical reasoning, creativity, systems thinking, and ethical awareness – are equally crucial to unlocking the full potential of AI adoption.

Analytical reasoning helps employees break down complex information so that AI can generate more useful outcomes – and also helps staff spot tasks where AI simply isn’t suitable. Systems thinking allows individuals to identify patterns in AI behaviour and predict how the technology is likely to respond to different types of tasks, making them invaluable during implementation and refinement.

Creativity plays a crucial role in the early stages of adoption, enabling employees to explore new use cases and push the boundaries of how AI can support their work.

The research also underlines the need for ethical awareness and responsible AI use. Staff with these skills are better able to identify bias in AI outputs, apply ethical principles in deployment, and ensure the technology reflects appropriate cultural and geographic awareness.

The findings follow similar insights from Accenture, which found that companies prioritising soft skills are nearly twice as likely to successfully adopt AI. With cultural change still a major hurdle in digital transformation, Multiverse is calling on business leaders to reframe AI as both a human and technical challenge.

“Leaders are spending millions on AI tools, but their investment focus isn't going to succeed. They think it's a technology problem when it's really a human and technology problem,” said Gary Eimerman, Chief Learning Officer at Multiverse. “Without a deliberate focus on capabilities like analytical reasoning and creativity, as well as culture and behaviours, AI projects will never deliver up to their potential.

Sheila Flavell, COO of FDM Group, commented: "Knowing how to use AI is no longer just about technical know-how – it’s about adaptability, communication, and the confidence to work alongside intelligent systems, and these 'soft skills' are essential to unlocking AI’s full potential within businesses.

“The future of AI success lies in human oversight. AI doesn’t replace people – it amplifies those who are equipped to use it wisely. To build a truly digitally confident workforce, government and industry must work hand in hand to upskill individuals with the training they need to confidently use and oversee AI.”

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