UserTesting, a market-leading enterprise SaaS company, feared being disrupted by AI-native startups capable of matching their product at a fraction of the cost.
Productivity was constrained by legacy workflows, and attempts to adopt AI tools were blocked by undeclared concerns from legal, security, and privacy teams, leaving the organization paralyzed before any meaningful change could begin.
Kaj Van De Loo led a structured company-wide AI adoption program beginning with deliberate pre-alignment of legal, security, and privacy teams as advisors rather than gatekeepers, then rolling out enterprise ChatGPT licenses, custom GPTs integrated with internal data sources, an AI council, and employee-led hackathons.
By repositioning legal, security, and privacy teams as advisors rather than approvers, the program removed the most common organizational blocker to AI adoption, allowing the initiative to move forward quickly and without internal friction.
Custom GPTs built bottom-up by employees, including one built by the CEO to generate personalized customer stories, became widely adopted. One use case automated a professional services intake process that had caused repeated friction between sales and delivery teams.
The program left UserTesting with the habits, infrastructure (data-connected custom GPTs), and cultural readiness to accelerate AI adoption continuously, including a clear path toward customer-facing AI self-service.
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