AI boosts engagement but ‘shadow AI’ risk grows in UK

Qualtrics has published research linking technology-driven change with higher employee engagement across EMEA, while warning that workplace AI use is rising faster than many employers' controls.

The 2026 Employee Experience Trends report draws on survey responses from more than 2,000 employees in the UK and more than 33,000 globally. It examines how workers are responding to organisational change, including technology adoption, restructures and leadership shifts.

In the UK, 72% of employees said they experienced organisational change over the past year. Technology change was the most common trigger, cited by 42% of respondents, followed by organisational restructures (35%) and leadership changes (33%).

Alongside disruption, the research suggests some forms of change are associated with higher engagement. Across EMEA, introducing new technology such as AI correlated with a nine-point increase in employee engagement, while strategy changes correlated with a four-point increase.

AI at work

The findings highlight how quickly AI has become part of day-to-day work. Half of UK respondents said they frequently use AI at work. Among those employees, 73% said it helps them complete tasks faster, 62% said it improves work quality, and 52% said it increases overall productivity.

However, reliance on employer-provided tools appears limited. Only 26% of UK employees said they exclusively use company-provided AI tools. Qualtrics said this trend emerged in 2025 and described it as a risk area for organisations.

That gap points to continued "shadow AI" use, where staff turn to tools outside approved systems. This can create governance and compliance challenges, and raises questions about data handling and protecting confidential information-particularly when employees use consumer AI services for business tasks.

Simon Daly, Employee Experience Strategy Director at Qualtrics, said leaders need to address both adoption and oversight as AI use spreads across job roles.

"Humans are saying yes to AI but we need to offer employees more support with using it in the right way. Organisations are investing millions in AI to transform their operations, and people see AI's benefits, but leaders must manage technological change effectively. Our research shows there's a real sweet spot where change increases engagement rather than fatigue, and you can only find it by staying close to how your workforce is feeling. The companies thriving through change are the ones checking in regularly with their people, understanding what support they need, and then following through with action."

Listening gap

Beyond technology, the report argues that how organisations gather and respond to employee feedback correlates with engagement, retention and wellbeing. It links higher engagement scores with employers that increased listening, compared with those that reduced it.

Employees at companies that increased listening were 89% engaged, according to the research. Where listening was reduced, engagement stood at 42%.

More frequent listening was also linked to stronger retention indicators. In the UK, intent to stay rose from 60% to 69% where organisations moved from the same level of listening to more frequent listening.

Wellbeing scores also shifted sharply. Qualtrics reported wellbeing rose from 44% to 86% depending on whether an organisation implemented less frequent or more frequent listening.

Despite this, the survey suggests employees want more attention from leadership than they currently receive. Two in five employees (42%) said they want their leaders to listen more, while one in five (20%) said their companies increased how often they listened over the past year.

Daly said the next wave of organisational change will test whether employers can respond to employee sentiment quickly and consistently.

"With the vast majority of employees reporting change in 2025 and more expected this year, organisations that lead successfully through change will be rewarded with greater outcomes. Our research shows that UK employees enjoy giving feedback and want the opportunity for their opinions to shape the company they work for. The workforce isn't asking for much - to be listened to and acknowledged. For organisations to successfully manage change with employees, it is critical they take the time to understand, listen, and act on how their people are feeling in real time, so they can provide an employee experience that engages and retains the workforce."

The survey covered full-time and part-time employees across 24 countries and 30 industries, from organisations with 100 employees to more than 50,000.