Canadian business leaders are largely confident their artificial intelligence investments are delivering expected value, but employees report the technology is creating additional work and productivity challenges, according to a new Ricoh survey.
The 2026 Workplace Technology Adoption Gap survey found 86 per cent of Canadian business decision-makers believe their AI investments are delivering the value expected. However, 59 per cent of Canadian employees said AI creates friction or extra work, while 57 per cent said time spent managing workplace technology interferes with their productivity.
“AI creates value when it makes work easier, not when it adds another layer of complexity,” said Carsten Bruhn, president and CEO, Ricoh North America. “Strategy must drive technology decisions, not the other way around. That strategy should start with people, and understanding what employees need to do their jobs effectively. Leaders need to understand how work gets done and where it breaks down before determining where AI and other technologies can make the greatest impact. The opportunity is to connect technology to the way people actually work, so adoption, productivity and business value improve together.”
The survey also found 63 per cent of Canadian employees said workflow and process-management tools create friction or extra work.
While 85 per cent of Canadian decision-makers believe their organization’s technology tools, systems and processes are connected, 76 per cent of employees said their jobs would be easier if those tools, systems and processes worked better together.
Technology challenges are also leading some employees to use unauthorized tools. Forty-three per cent of Canadian employees said they use non-approved tools to make their work easier at least monthly.
A gap also exists around AI governance. While 89 per cent of decision-makers said employees have clear guidance on responsible use of AI-enabled tools, 62 per cent of employees agreed.
The survey found 62 per cent of Canadian employees see a disconnect between the tools their organization considers most useful and those employees believe would be most useful. While 69 per cent of decision-makers said their organizations usually seek employee input before introducing new technology, 41 per cent of employees said that usually happens.
Nearly three-quarters of decision-makers, 74 per cent, said their organization invests in new workplace technology faster than it helps employees learn to use it effectively.
The survey was conducted in September and included 2,017 full-time employees and business decision-makers in Canada and the U.S., including 637 Canadian respondents.
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