Sercan Alben

Companies often treat AI adoption as a technology challenge: deploy the tool, train people and expect behaviour to change. But knowing how to use AI does not mean people will question it, trust it appropriately or integrate it into real decisions. This talk explores the behavioural conditions that support sustainable AI adoption: leadership signals, psychological safety, social reinforcement and feedback. Retail and eCommerce leaders will leave with questions they can use to identify where teams need to challenge AI outputs and which behaviours managers should reinforce.

Sercan Alben is Co-Founder and Education Coordinator of Alben Akademi and works at the intersection of behavioural science, leadership development, communication and workplace behaviour. Through Alben Akademi, he has contributed to field work involving more than 110 organisations, 7,500 employees and 600 managers across 4 countries and 56 provinces. He is co-author of the 2026 Corporate Development and Behaviour Change Field Benchmark (DOI: 10.5281/zenodo.23205565). Alben Akademi is an official Signatory to the IFC Principles for Learning.