The Multiverse blog

That’s why, at the start of last quarter, we decided to put the roadmap "on ice" for one week. We paused our standard tickets for our bi-annual Hackathon, inviting everyone across the Tech org, including Engineers, Product Managers, Designers, Security, Data Privacy, and IT to come together and build something new and innovative.

The theme? "The Future is..."

To get into the right headspace, we left our usual desks and set up shop at a dedicated space external to our Paddington office. Tool-wise, we used Backstage, our internal developer portal, in addition to the SkillExchange plugin to crowdsource ideas.

The result? 25 distinct pitches

On the Thursday before the event, idea owners pitched to the group, rallying teams around their vision. We then kicked off Monday with our VP of Engineering, Helen who set the goals for the week. But we didn't just want to code; we wanted to learn. We invited guest speakers from Tessl to discuss evaluating AI agents, and Cursor to share best practices on leveraging AI for product and engineering workflows.

With teams formed and skills matched, the middle of the week was dedicated to deep work. The energy was electric. Teams mixed seniority and discipline; mid-level developers leading discussions and Product Managers getting hands-on with the code.

We saw a massive surge in AI adoption and Developer Experience tooling, balanced with a strong focus on directly improving the experience for our customers and learners, here are some examples:

• Learner experience: Many projects focused on improving the learner experience, such as linking learning directly to a learner’s project problems, personalising content for greater relevance, and designing gamified journeys that reward progress to drive daily engagement.
• AI agents and knowledge capture: One team designed a multi-agent system to automate support ticket research. Another team built bots to reduce repetitive Slack questions. Two groups tackled the challenge of retaining "tribal knowledge" by using Retrieval-Augmented Generation (RAG), unifying various scattered sources and transforming every GitHub PR and Linear Ticket into queryable institutional knowledge, not only improving developer experience but accelerating onboarding time for new joiners.
• DevEx wins: Teams built tools to automate code changes across multiple repositories, and smart test-selectors that identify exactly which tests to run based on codebase changes.

Thursday was the finale. Every single team presented a strict, three-minute pitch to show what they built in just three days.

Our Founder and CEO, Euan Blair, joined senior leaders from our Tech and Customer Success organisations to judge the projects across three specific categories:

1. Most Impactful: How significantly does this improve the experience for customers, learners, or employees?
2. Most Innovative: Does this push boundaries? Does it use AI in a novel way?
3. Most Likely to Ship: How feasible is this? Can we realistically implement it?

We also had a People's Choice Award, voted on live by all hackathon attendees.

The shining light of the week though, in addition to the seriously impressive work in just a couple of days, was the collaboration and team culture we saw. Seeing people who might not usually work together, the diversity of opinions, and watching mid-level devs step up to lead complex projects was the real win.

“What stood out most was the speed to prototype, curiosity, collaboration, and care our teams brought to every idea. Seeing everyone learn from each other, explore new possibilities, and have fun together reminded me why moments like this are so special!”

- Helen, VP of Engineering

We aren't letting these ideas gather dust. We have already reviewed these to decide how best to productionise them and officially add them to our roadmap.

Does this sound like the kind of engineering culture you want to be part of? We are actively hiring in Tech, see live roles here.

Instead of a level playing field, we’re seeing a widening AI adoption gap that threatens to leave a huge portion of the workforce in the digital dust.

The reality? Most companies are treating AI upskilling like a generic software update. But as the numbers show, a one-size-fits-all approach is a recipe for stagnation.

The Seniority Divide: Who’s Actually Using AI?

The most striking trend in our latest analysis is the massive disparity in daily AI usage based on job level. While 52% of mid-level workers collaborate with AI daily, only 21% of junior employees do. This 30-percentage-point gap presents a pipeline problem: If the next generation of talent isn't learning to work alongside AI today, we’re creating a future skills bottleneck.

The research also found a significant divide between those steering the ship and those doing the specialised, day-to-day tasks. Of middle managers, 48% are using AI regularly, while only 20% of individual contributors do the same. When nearly half of managers are leveraging AI but only a fifth of their direct reports are, the productivity gain of AI stays trapped at the top, rather than fueling the engine of the entire team.

While senior staff and middle management have leaned into the tech, junior employees and individual contributors are being left to figure it out on their own.

The Perception Gap: A 17-Point Reality Check

It’s not just that usage is uneven—it’s that leaders often don’t realise how uneven it is. There is a significant disconnect between what’s happening in the C-suite and what’s happening on the ground: 59% of leaders believe their teams are regularly engaging with AI, but in reality, only 42% of employees are doing so.

This 17-percentage-point perception gap suggests that while leaders are sold on the vision of an AI-powered workforce, they haven't yet provided the practical, job-specific pathways to get there.

The Solution: Training for the Real World

The bottom line is clear: One-size-fits-all upskilling benefits no one. You can't give a data analyst and a marketing coordinator the same prompt guide and expect magic to happen.

That’s why we’ve expanded our portfolio of AI programmes to make sure we can teach anyone, in any job, how to use AI to be more effective at work. To date, we’ve trained 1,220 unique job titles. Today, we’re taking that a step further by introducing:

• AI Solutions Builder: Designed to develop agentic AI experts who design custom tools to boost productivity.
• AI Transformation Architect: To train experts to orchestrate and scale automation across the entire enterprise.

Whether you're looking to empower a junior contributor or train a specialist to overhaul your entire workflow, the training must be as specific as the role itself.

Ready to Close the Gap?

If you’re ready to move past the AI hype and start seeing real-world ROI across your entire organisation, we’re here to help. Learn more about our full offering here.

Addison Lee is signalling a clear commitment to its team’s long-term development, and a bold shift in its 50-year legacy. The capital’s premier ground transportation and courier provider is moving beyond its roots as a traditional fleet operator to become a data-driven logistics powerhouse, by launching a new training scheme in partnership with upskilling platform Multiverse.

This initiative is the cornerstone of a new strategic direction designed to solve for growth in an increasingly complex urban landscape. By empowering AI and data literacy across its organisation, Addison Lee is evolving its business model to meet the surging demands of a modern, fast-paced London.

Addison Lee is enrolling 20 team members into Multiverse programmes, where they will learn how to use AI and predictive modelling to:

• Anticipate market demand: Moving from reactive scheduling to proactive deployment.
• Optimise urban logistics: Reducing dead mileage and ensuring the most efficient routing for every courier and passenger journey.
• Scale operations: Using data-led insights to identify and capture new market opportunities across the UK.

Programmes include Level 3 Data & Insights for Business Decisions and the Level 4 Data Fellowship, which empower learners with the skills to navigate programming, modelling and analysing data, so they can harness insights that have a measurable impact on the business.

The training scheme will also include the Level 4 AI for Business Value and the Level 6 AI & Machine Learning Fellowship, courses which will help teams to identify ethical AI opportunities and drive adoption of these opportunities across the business.

By applying these learnings, Addison Lee will be able to optimise daily operations, from rota scheduling to demand forecasting, reducing wasted time on the road and turning data insights into tangible business gains.

Patrick Gallagher, Interim CEO at Addison Lee said: “As we mark National Apprenticeship Week at Addison Lee, we’re taking a fresh approach to how we grow our business and prioritise the development of our teams. By integrating data and AI we can more easily predict when and where customers need us and continue to deliver a reliable service across London. On top of that, we will be able to support our drivers more effectively and have the resources and knowledge to drive internal efficiencies across our business.”

Gary Eimerman, Chief Learning Officer at Multiverse said: “Addison Lee is a household name, but their vision for the future is what makes this partnership so compelling. They are recognising that the clearest path to growth lies in the potential of their people. By mastering AI and data, their team is proactively shaping the next era of London logistics and ensuring the business remains a leader in a rapidly evolving market.”

Multiverse is the upskilling platform for AI and tech adoption, which delivers personalised, on-the-job learning. Multiverse has trained more than 20,000 apprentices in AI, data and digital skills since 2016.

Over 1,500 companies work with Multiverse to deliver a new kind of learning that’s transforming the workforce at scale. Programmes are targeted at people of any age or career stage.

Ahead of National Apprenticeship Week, the UK’s premier parcel delivery company, the Evri Group, has announced the launch of a new apprenticeship scheme in partnership with leading upskilling platform Multiverse. Starting in February, the scheme is designed to strengthen data and AI skills across its workforce.

More than 90 team members from various departments will join one of four dedicated pilot programmes that comprise the Evri Group’s newly launched AI and Data Academies. The two academies, which offer both level 3 and level 4 courses, are aimed at those who don’t currently work in AI and data, but who want to build practical, career-enhancing skills in these fast-growing areas.

Learners will gain hands-on skills through Multiverse’s applied learning model, culminating in a final assessment. Those who successfully complete the course will achieve a recognised apprenticeship L3 or L4 qualification in their chosen specialism, equipping them with new skills and knowledge in these areas to apply within their current role.

Lyn Warren, Chief HR Officer at Evri, said: “I'm delighted that we’ve been able to offer these fantastic programmes through our partnership with Multiverse. At Evri, continuous learning and development is a core part of who we are, and we’re committed to giving colleagues every opportunity to grow, build new skills and progress in their careers.

“With AI and data playing an increasingly important role across our industry, this is a fantastic chance for colleagues outside of traditional tech and data roles to gain practical, future-focused skills that can make a real difference in their current roles and beyond.”

Gary Eimerman, Chief Learning Officer at Multiverse, said: “AI and data are no longer just tools for tech teams: they are the fundamental building blocks of the modern workplace. By launching these academies, Evri is staying ahead of the curve and ensuring its workforce is equipped for the future of logistics. We are proud to partner with a forward-thinking brand that recognizes that the best way to drive innovation is to invest directly in the people who know the business best.”

Multiverse is the upskilling platform for AI and tech adoption, which delivers personalised, on-the-job learning. Multiverse has trained more than 20,000 apprentices in AI, data and digital skills since 2016.

Over 1,500 companies work with Multiverse to deliver a new kind of learning that’s transforming the workforce at scale. Programmes are targeted at people of any age or career stage.

We are thrilled to announce that Multiverse is officially expanding into Germany through the acquisition of StackFuel, the country’s top-rated data and AI training provider.

For anyone looking to join a company that is not just growing, but actively reshaping the European economy, there has never been a more exciting time to be here.

Our Growth Trajectory

This expansion comes at a time of strong momentum for Multiverse:

• Financial Strength: We recently surpassed the $100 million annual revenue milestone.
• Accelerating Growth: We’re adding more than 100 roles to our team this quarter.
• Operational Excellence: Alongside this growth, our EBITDA continues to improve, proving that we are building a sustainable, high-impact business for the long term.

The Mission: Solving Germany’s Digital Skills Gap

Germany is Europe’s largest economy, built on a foundation of industrial excellence. However, even the strongest economies face challenges. Currently, the German economy is at a crossroads: by 2040, it is projected to have a gap of over 660,000 unfilled IT roles, specifically in Data and AI. Six out of ten workers will need significant reskilling by 2030 just to keep pace.

The demand for change is coming from the ground up, but the supply isn't there yet: While more than 61% of German employees say they want AI training, only 5% of German companies currently provide it to all their employees.

This is where Multiverse comes in, to do what we do best: bridge the skills gap through high-quality upskilling programmes.

Why StackFuel?

To kick-start our entry into the German market, we knew we needed a partner that shared our values and our commitment to excellence. StackFuel is the leader in German data and AI training, bringing with them:

• A Proven Track Record: A reputation as the country’s top-rated training provider, with a 92% completion rate on their programmes.
• Practical learning: Their commitment to hands-on learning mirrors our own, with 90% of their training occurring in real business environments.
• Enterprise Relationships: A prestigious roster of Germany’s leading enterprises already using their platform, including Mercedes-Benz, Telefónica, Telekom, Siemens, and Miele.
• Government Trust: StackFuel holds the AZAV accreditation, the gold standard for government-funded training in Germany, providing regulatory funding for upskilling.
• Expert Talent: A team of specialists who understand the local market and the nuances of the German industrial landscape.

By combining Multiverse’s advanced AI expertise and financial firepower with StackFuel’s deep-rooted trust and reputation, we are creating a powerhouse capable of equipping the German workforce with the tools they need to thrive.

100,000 Careers, Transformed

Together with the StackFuel team, we have set a bold, immediate goal: to train 100,000 German workers.

This is the kind of scale and impact that defines Multiverse. We are building the infrastructure for the future of work, and we’re doing it across borders.

Join Us on the Journey

For those looking to build a career with impact, there has never been a more exciting time to work at Multiverse. When you join us, you are joining a company that is:

• Scaling rapidly: We are expanding our reach to help more people solve problems and unlock efficiencies through AI.
• Mission-driven: We believe our social contract depends on empowering everyone to benefit from AI opportunities.
• Innovation-focused: We derive learning goals from corporate strategies to ensure we are delivering the most relevant, future-ready skills.

As we scale our operations across Europe and continue to innovate in the AI upskilling space, we are looking for builders, thinkers, and changemakers to join our team. If you want to work at a company where your contributions move the needle on a global scale, we’d love to meet you.

The disability care and support charity is launching an AI Academy for 34 staff, through upskilling platform Multiverse.

Training will be delivered to teams, including those in finance and HR roles, and those working directly in care homes. This will support the organisation to harness AI to eliminate time spent on manual admin tasks and ensure strong and consistent data handling skills across different departments.

By engaging with AI tools, the cohort will develop the skills needed to streamline and improve accuracy across reporting tasks, note-taking and preparation activities. This will enable them to spend more time on what matters most to the organisation: supporting disabled people, leading teams and delivering high quality services.

Learners will be enrolled on Multiverse’s Level 3 AI-Powered Productivity, which helps teams use GenAI effectively in their daily tasks, driving efficiencies with tools like Microsoft 365 Copilot or Gemini. The Level 5 AI Strategy and Leadership will also help teams to develop and guide AI implementation across the organisation.

Ruth Owen, CEO of Leonard Cheshire, said: “Through our partnership with Multiverse, we are implementing AI tools to transform how we manage mundane and time-consuming administrative tasks that can take time away from the vital care and support we provide. By reducing this burden and upskilling our teams, we also hope to give colleagues more freedom to focus on the work they are passionate about and that has the greatest impact.

“The AI training is one part of a wider modernisation journey we are on as a charity, as we invest in technology at services, for people we support and use by colleagues. This is all about ensuring we deliver the best possible care and support to the next generation of disabled people – transforming what we currently can provide.”

Gary Eimerman, Chief Learning Officer at Multiverse said: “The care and support that Leonard Cheshire provides is crucial to disabled people, and their families, and communities. It’s an absolute honour to be working with an organisation that touches so many lives, and we hope that our training will help them to reach even more of the people that need them most.”

Multiverse is the upskilling platform for AI and tech adoption, which delivers personalised, on-the-job learning. Multiverse has trained more than 20,000 apprentices in AI, data and digital skills since 2016.

Over 1,500 companies work with Multiverse to deliver a new kind of learning that’s transforming the workforce at scale. Programmes are targeted at people of any age or career stage.

Together the two companies have set an immediate goal to train 100,000 German workers in AI skills. StackFuel delivers training for large corporates like Mercedes Benz, IAV and Telefónica and was founded by Leo Marose and Stefan Berntheisel, who both join the senior leadership within the combined entity. The acquisition is the conclusion of a funding process for the fast growing startup as the team seeks further scale in response to rising demand.

Multiverse and StackFuel’s shared mission contributes to Germany’s ambition to become an AI nation and close the current AI and data skills gap. Upskilling will be decisive for the country, equipping individuals for new roles, enabling companies to enhance productivity and competitiveness, and driving economic growth. IAB research has shown the use of AI could increase Germany’s GDP by up to €4.5 trillion over the next 15 years. Combining Multiverse’s advanced AI expertise with StackFuel’s deep track record in the German market and best in class programme completion rate (92%) will rapidly deliver AI upskilling across Germany’s workforce at scale.

Leo Marose, Co-founder and CEO of StackFuel:

“Germany can prosper in the age of AI, but what is holding us back isn’t desire or technology, it’s the skills of individual workers to make use of new technology. 70 percent of workers in Germany are not offered any AI training and thus lack the ability to fully embrace its possibility. We have built StackFuel to become Germany’s leading online training provider in data and AI. Joining forces with Multiverse now gives us the resources to deliver critical training necessary for workers at an even larger scale, matching the urgency of the challenge. For this reason, we as founders decided to combine our strengths with Multiverse.”

Multiverse is Europe’s only EdTech unicorn and largest AI upskilling platform, partnering with over 1,500 global companies. Its upskilling programmes are aligned to each organisation’s strategic goals and combine AI-driven learning with human coaching. This acquisition forms part of a European expansion strategy for the London HQ’d business, who are a participant in the EU-AI Champions Initiative and thereby have committed to establishing Europe as a global leader in AI development and application. Multiverse GmbH courses have been accredited in Germany (AZAV) and the company has been delivering training there since 2025.

Euan Blair, Founder and CEO of Multiverse:

“There is no more urgent mission than equipping the workforce to win in the AI era. Whether it’s capturing AI’s potential productivity enhancements, or mitigating the risks of labor market transformation, our economies require AI skills at every level of the workforce. Leo and Stefan have built an outstanding product that answers the challenge and is already used by some of Germany’s most recognised brands. The StackFuel team should be incredibly proud of what they’ve built, and excited about the journey to scale that we are embarking on together.”

Multiverse today announced a major expansion of its partnership with DXC Technology (NYSE: DXC), a leading enterprise technology and innovation partner. Through this collaboration, DXC professionals in the UK will gain access to bespoke training pathways via Multiverse’s newest offerings – the Applied Leadership Academy and the Engineering Academy – alongside the company’s established AI programmes.

With the pace of emerging technology, DXC recognised the need to equip staff with broader AI skills and a business-first mindset to help unlock new opportunities, improve project efficiency and drive high-performing teams. This collaboration is a core component of its strategy to future-proof its talent and deliver market-leading solutions in the UK.

The upskilling initiative features a suite of programmes from Multiverse designed to address both business and technical needs. Most learners are enrolling in Level 4 AI for Business Value, which trains teams to build and implement AI solutions.

Others will be taking Level 5 Transformative Leadership, a core offering of the Applied Leadership Academy, which gives employees the skills to drive impactful change. DXC is also leveraging the Engineering Academy, with staff on Level 6 Advanced Software Engineering (ASWE) learning essential advanced skills in critical areas like cloud engineering, cybersecurity, and AI. These new skills will not only enable them to launch new products faster, it will also earn them a degree upon completion.

Anne-Marie Wallace, UKI Early Careers and STEM Lead at DXC Technology said: “The integration of AI and emerging technologies is not just an IT challenge – it's a fundamental business transformation. Our partnership with Multiverse is a decisive investment in our people, ensuring our teams possess the high-value skills and leadership capabilities necessary to harness these advancements, drive innovation for our clients, and maintain our competitive edge in the global market.”

Gary Eimerman, Chief Learning Officer at Multiverse, said: “The speed of technological change demands a learning strategy that is both personalised and immediately applicable – which is exactly what DXC is implementing. Our new Academies are designed to transition skills from theory to tangible impact, and DXC’s adoption of these programmes shows a true dedication to creating a future-ready workforce.”

The comprehensive roll-out of these Multiverse programmes solidifies DXC Technology’s commitment to internal talent development and its dedication to staying ahead of the industry curve. By building a workforce proficient in both cutting-edge AI applications and transformative leadership, DXC is strategically positioned to accelerate its digital transformation agenda and deliver market-leading outcomes for its clients.

From its beginning, Atlas was built on a Socratic model to help learners think critically. But as we’ve scaled - reaching more learners than ever before - we recognised the opportunity for it to do more.

This is the next evolution of Atlas. It has moved from being a Socratic guide alone, to becoming an intelligent AI that understands a learner's intent and autonomously decides how best to help.

Following a pilot beginning in July, Atlas now successfully resolves 88.3% of all inbound support queries, like simple scheduling questions, and more than 99% of overall messages spanning both support and learning. Just one per cent of messages that begin with Atlas are escalated to a human coach. The AI coach has also hit a new high of 99% helpfulness rating from our learners.

And for the sensitive moments or thornier problems when you just need to speak to a human, Atlas seamlessly connects to your coach with a summary of the discussion. No qualms.

This is a huge milestone, not just for us, but for the entire conversation around AI in learning. Here’s a look at how we did it and why it matters.

Moving beyond the "bad chatbot"

We've all been there: trapped in an automated chat loop, spamming "speak to a person" because the bot just doesn't understand. The problem with most chatbots is that they aren't built to solve problems, they're built to deflect them.

We wanted to build the opposite. We needed an AI coach that could genuinely help, not get in the way.

That’s why this 88.3% support resolution rate is so important. Rather than being a "containment" metric that ultimately hides user frustration, it's a resolution metric, validated by a 99% helpfulness score. Our learners aren't being "contained": they are getting the answers they need, when they need them.

What does this mean for learners?

Previously, Atlas was primarily a Socratic tutor. But what if a learner didn't need a tutor? What if they just had a quick question about their schedule or where to find a resource?

Atlas can understand and act on the intent behind a question. Atlas now intelligently triages every query and decides what role to play:

• Is the learner stuck on a learning module task? Atlas becomes a Socratic Tutor, guiding them with questions to help them find the solution themselves, using the skills they’ve learnt.
• Is the learner struggling to identify a relevant opportunity for a project? Atlas steps in as a thought partner to help them overcome the "blank page", suggesting high-impact project ideas tailored to their role.
• Is the learner confused about a deadline? Atlas becomes a Support Guide, instantly providing the correct date and resources.

This ability to decide how to help is what makes it a true AI coach. For learners, it’s always available and built to solve their problems, fast.

And it’s working. In October alone, Atlas resolved over 9,400 issues, a 9x increase in the three months since its new support capabilities were piloted.

How Atlas is supercharging our human coaches

We have world-class human coaches. Atlas helps to augment what they can deliver.

We’re using AI to free up our coaches to focus on the high-impact, uniquely human work that no AI can replicate: mentorship, pastoral care, and deep, developmental coaching.

By handling 88.3% of routine support queries, Atlas is giving our coaches their most valuable resource back: time. Coaches who have been using the new Atlas have seen their total message volume fall by 32%. The percentage of their time spent on routine support has dropped from 41% to just 18%.

<block-starlight> "We’ve moved Atlas beyond just Socratic coaching; it is now the first place a learner can go for any question they might have. It understands their intent and knows when it can help them directly, and when to connect them with human expertise.

By handling the vast majority of all the support queries it receives, it gives our human coaches and our support team their most valuable resource back: time. They can now redirect their efforts from routine support to the high-impact, developmental coaching that actually transforms careers."

Cem Gurkan

Senior Product Manager</block-starlight>

What is the impact of all this?

Our learners are feeling the impact every day. With over 23,000 learners asking 1.5 million questions to date, Atlas is delivering instant, accurate, and helpful support 24/7.

But don't just take our word for it. Here's what our learners are saying:

<block-lunardark>“Using Atlas is like having an expert on call, giving straightforward answers and practical pointers. It made apprenticeship tasks feel simpler and more achievable – I used it for assessment clarifications, templates, step‑by‑step guidance and help on tasks when preparing evidence for my portfolio.”

Toni‍

Data learner from a global education nonprofit</block-lunardark>

This is the future of learning we are building at Multiverse: a future where AI and human experts work together to deliver a more personal, supportive, and effective experience than ever before. This new, smarter Atlas is a massive step forward.

While installing a new tool is easy, achieving true AI transformation is hard.

At Multiverse, we have committed to making this change a full team effort. As a result, we increased our revenue per employee by 37% last year. Here’s how we approached it:

1. Communicate a clear vision and expectations

Successfully driving AI adoption begins with clear communication about what the transformation means, and what expectations come along with it.

Vision

For us, transformation meant integrating AI into the core of how the business operates and how our employees work. Our vision for transformation is built on three pillars:

• Building the foundations: Unlocking our data safely and responsibly so everyone has access to it and knows how to use it to inform business decisions.
• Enabling our people: Upskilling and instilling an AI-first culture, giving our team the resources and support they need to feel confident using AI in their day-to-day.
• Delivering the change: Transforming each department to deliver outcomes with AI, based on their individual workflows and needs.

Expectations

We communicated expectations by:

• Establishing clear guidelines: Making AI a core part of the organisational performance framework. Our new operating principle, "AI to deliver outcomes," embeds the expectation that AI is an engine for performance at every level and is now a core part of our performance framework.
• Fostering an AI-first mindset: Employees should be encouraged to think, "Can AI do this?" when assigned a task, promoting the use of AI for increased day-to-day productivity.

2. Engage every level of the organisation

While having the full backing and role modeling from the highest leadership is crucial, true ownership must be felt across the board.

An every-level approach to engagement is vital to ensure everyone is part of the change. One effective way to achieve this is by creating different roles within the organisation, outside of the technical team, to foster widespread participation:

• Amplifiers: These are all employees who are supported and enabled to utilise AI in their day-to-day work.
• Builders: A subset of people who sit within departments, go through certification, and gain the skills to build AI solutions for their respective department responsibly.

This structure ensures both roles are recognised as important, with Amplifiers feeding into Builders and Builders supporting Amplifiers, distributing engagement across the company.

3. Support continual learning and skills development

AI adoption requires continuous learning. At Multiverse, we’ve committed to all of our employees that they’ll become the most AI-enabled version of their profession, and we provide the upskilling opportunities to get them there. Support for skills development can be integrated into an organisation in several ways:

• Tailored training: Providing customised enablement for different roles to ensure relevant learning opportunities for everyone.
• Ongoing support: Establishing a helpline for when employees get stuck. At Multiverse, our “AI Genius Bar” is available throughout the week for those seeking a bit of extra guidance.

4. Balance financial and cultural metrics for success

Measuring success must be holistic, tracking both hard metrics and qualitative ones. While impacting company financials is important, it’s also crucial to ensure employees are being taken along the journey. We break our metrics down into:

• Revenue per employee: Focuses on how AI drives top-line delivery, not just operational efficiencies or time saved.
• Employee sentiment: Tracks cultural change by using pulse surveys to see if confidence is increasing as new arrangements are rolled out.

Ultimately, achieving AI transformation is a journey, not a destination, and it requires a holistic strategy that integrates technology with people and culture.