Guest: Christine Boyce, Global Innovation Leader at ManpowerGroup/Right Management

“We have to stress-test innovation in the messiness of real-world hiring, not just ideal lab conditions.”

-Christine Boyce

In this episode of Psych Tech @ Work, I’m joined by my longtime friend Christine Boyce, Global Innovation Leader at ManpowerGroup/Right Management, to explore how innovation — especially around AI — is reshaping hiring and talent development at scale, and why solving for trust, transparency, and operational realities matters more than ever.

Summary

At the heart of this conversation is the reality that scaling AI innovation in hiring brings massive complexity. While AI offers incredible promise, solving for accuracy, fairness, and operational reality becomes exponentially harder when you're dealing with a large number of unique clients.

Christine Boyce, through her work at ManpowerGroup & Right Management, operates at the intersection of these challenges every day. Unlike internal talent acquisition leaders who focus on one organization's needs, Christine must help innovate across a vast client portfolio. Each client presents different barriers — from data limitations, to ethical concerns, to regulatory pressures — and innovation must be modular, defensible, and adaptable to succeed.

This vantage point gives Christine a unique, big-picture view of how AI adoption really plays out across industries and markets.

We dive into the practical challenges of innovating responsibly: earning trust, scaling solutions across diverse environments, and balancing speed with fairness. Christine’s work at ManpowerGroup & Right Management highlights how innovation must be deeply disciplined if it is to achieve true scale and impact.

The Core Challenge: Scaling Accuracy and Fairness

At the heart of using AI for hiring lies the challenge of achieving accuracy and fairness at scale. AI’s true value isn’t just its ability to make individual decisions — it’s in processing vast amounts of data and automating judgment across thousands of candidates. However, scale magnifies both strengths and weaknesses: minor biases can grow into systemic problems, and small inefficiencies can snowball into major failures.

Staffing firms like ManpowerGroup offer critical real-world lessons:

* Scale forces discipline — Every AI tool must be rigorously vetted for fairness, transparency, and defensibility before deployment.

* Real-world variation stresses the system for the better — Tools must flexibly adapt to diverse jobs, industries, and candidate pools. This makes the overall path of innovation better and drives great learnings across the board.

* Speed must not erode trust — Productivity gains must still respect ethical standards and candidate experience.

* External accountability keeps AI honest — Clients demand transparency, validation, and explainability before adoption.

Real Barriers to AI Adoption: What Clients Are Facing

Despite AI's potential, Christine identifies several persistent hurdles that she faces when serving her diverse slate of clients:

* Resistance to Behavior Change: Even demonstrably valuable AI tools often struggle against entrenched workflows and distrust of automation.

* Ethical and Trust Concerns: Clients demand AI systems that are transparent, explainable, and defensible, fearing reputational or regulatory risks.

* Vendor Noise Overload: Saturation by "AI-washed" vendors makes it hard to differentiate true innovation from hype.

* Mismatch Between Hype and Practical Needs: Clients need tools that solve today’s operational problems — not just futuristic visions disconnected from reality.

* Fear of Creeping AI Adoption: Organizations worry about AI capabilities being embedded into systems without visibility or intentionality.

* Compliance and Regulation Anxiety: Global and local regulations (like the EU AI Act or pending US laws) create urgency for proven, compliant AI solutions.

* Talent Data Readiness: Without clean, structured internal data, even the best AI solutions struggle to deliver meaningful results.

These challenges aren't isolated — they reveal the broader realities companies must manage when trying to adopt AI responsibly at scale.

Ultimately, client concerns have a hand in AI innovation because they are critical for the adoption of these technologies, shaping how staffing firms and vendors must design, validate, and deploy solutions.

There’s an inherent tension between the drive for scale and the need for trust, fairness, and operational reality.

Christine’s experience demonstrates that true innovation in AI for hiring isn't just about introducing new tools — it’s about creating resilient, transparent systems that can adapt to real-world complexity. Managing the tension between speed, scale, trust, and fairness represents the path to a bright future.

This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit charleshandler.substack.com

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