Smartsheet Adopts People-Centric Strategy for AI Implementation

Smartsheet, a provider of work collaboration and project management platform, is adopting a strategy that prioritizes the 'people' aspect—employees and customers—over technology deployment when implementing AI features. The company views AI not merely as a feature addition, but rather operates on the principle that the people actually using it should be at the center of implementation.

As many enterprises rapidly adopt AI tools, employees often struggle to keep pace with these changes, resulting in underutilized tools left dormant. Against this backdrop, Smartsheet's distinctive approach is to design its AI strategy based not on technology-first thinking, but rather on users' readiness levels and comprehension. This people-centric orientation stands out in the market.

Smartsheet's 'people-centric approach' involves first identifying the challenges employees face at the stage of AI implementation, then applying AI features to address those specific needs. Rather than deciding on technology first and then determining how to use it, the company emphasizes starting from ground-level requirements. This stance is consistently applied to customers as well; when deploying AI features on its platform, Smartsheet centers user experience and understanding.

Smartsheet's service domain of project management centers on team collaboration and work progress management. In such fields, AI utilization primarily serves to automate tasks, organize and summarize information, and enhance everyday operational efficiency. However, for AI to work effectively, user trust in and proficiency with the tool are essential. Smartsheet's strategy of foregrounding 'people' can be understood as a response to this challenge awareness.

When embedding AI into organizations, what matters just as much as tool quality is whether employees can adopt the tool as 'their own.' Smartsheet's approach is noteworthy because it frames AI adoption not as a simple system upgrade, but as a process involving organizational culture change and human transformation. How effectively this approach delivers results will become clearer through future product updates and customer case studies.

As competition intensifies in AI integration within SaaS platforms, the axis of differentiation is shifting from 'feature abundance' to 'usability and adoption rates.' By foregrounding a people-centric strategy, Smartsheet demonstrates an emphasis on post-implementation experience in a market where feature parity is advancing. How this strategic direction translates into competitive advantage for the company remains a point worthy of continued attention.