How to Balance Technology and Human Connection in Business

I'm knee deep this week putting the finishing touches on my new Udemy course on "AI for People Managers: Lead with confidence in an AI-enabled workplace". After working with hundreds of managers cautiously navigating AI integration, here's what I've learned: the future belongs to leaders who can thoughtfully blend AI capabilities with genuine human wisdom, connection, and compassion. Your people don't need you to be the AI expert in the room; they need you to be authentic, caring, and completely committed to their success. No technology can replicate that. And no technology SHOULD. The managers who are absolutely thriving aren't necessarily the most tech-savvy ones. They're the leaders who understand how to use AI strategically to amplify their existing strengths while keeping clear boundaries around what must stay authentically human: building trust, navigating emotions, making tough ethical calls, having meaningful conversations, and inspiring people to bring their best work. Here's the most important takeaway: as AI handles more routine tasks, your human leadership skills become MORE valuable, not less. The economic value of emotional intelligence, empathy, and relationship building skyrockets when machines take over the mundane stuff. Here are 7 principles for leading humans in an AI-enabled world: 1. Use AI to create more space for real human connection, not to avoid it 2. Don't let AI handle sensitive emotions, ethical decisions, or trust-building moments 3. Be transparent about your AI experiments while emphasizing that human judgment (that's you, my friend) drives your decisions 4. Help your people develop uniquely human skills that complement rather than compete with technology. (Let me know how I can help. This is my jam.) 5. Own your strategic decisions completely. Don't hide behind AI recommendations when things get tough 6. Build psychological safety so people feel supported through technological change, not threatened by it 7. Remember your core job hasn't changed. You're still in charge of helping people do their best work and grow in their careers AI is just a powerful new tool to help you do that job better, and to help your people do theirs better. Make sure it's the REAL you showing up as the leader you are. #AI #coaching #managers

Most AI implementations can be technically flawless—but fundamentally broken. Here's why: Consider this scenario: A company implemented a fully automated AI customer service system, and reduced ticket solution time by 40%. What happens to the satisfaction scores? If they drop by 35%, is the reduction in response times worth celebrating? This exemplifies the trap many leaders fall into - optimizing for efficiency while forgetting that business, at its core, is fundamentally human. Customers don't always just want fast answers; they want to feel heard and understood. The jar metaphor I often use with leadership teams: Ever tried opening a jar with the lid screwed on too tight? No matter how hard you twist, it won't budge. That's exactly what happens when businesses pour resources into technology but forget about the people who need to use it. The real key to progress isn't choosing between technology OR humanity. It's creating systems where both work together, responsibly. So, here are 3 practical steps for leaders and businesses: 1. Keep customer interactions personal: Automation is great, but ensure people can reach humans when it matters. 2. Let technology do the heavy lifting: AI should handle repetitive tasks so your team can focus on strategy, complex problems, and relationships. 3. Lead with heart, not just data (and I’m a data person saying this 🤣) Technology streamlines processes, but can't build trust or inspire people. So, your action step this week: Identify one process where technology and human judgment intersect. Ask yourself: - Is it clear where AI assistance ends and human decision-making begins? - Do your knowledge workers feel empowered or threatened by technology? - Is there clear human accountability for final decisions? The magic happens at the intersection. Because a strong culture and genuine human connection will always be the foundation of a great organization. What's your experience balancing tech and humanity in your organization?

Yesterday, I posted a conversation between two colleagues, we're calling Warren and Jamie, about the evolution of CX and AI integration. Warren argued that the emphasis on automation and efficiency is making customer interactions more impersonal. His concern is valid. And in contexts where customer experience benefits significantly from human sensitivity and understanding — areas like complex customer service issues or emotionally charged situations — it makes complete sense. Warren's perspective underscores a critical challenge: ensuring that the drive for efficiency doesn't erode the quality of human interactions that customers value. On the other side of the table, Jamie countered by highlighting the potential of AI and technology to enhance and personalize the customer experience. His argument was grounded in the belief that AI can augment human capabilities and allow for personalization at scale. This is a key factor as businesses grow — or look for growth — and customer bases diversify. Jamie suggested that AI can handle routine tasks, thereby freeing up humans to focus on interactions that require empathy and deep understanding. This would, potentially, enhance the quality of service where it truly mattered. Moreover, Jamie believes that AI can increase the surface area for frontline staff to be more empathetic and focus on the customer. It does this by doing the work of the person on the front lines, delivering it to them in real time, and in context, so they can focus on the customer. You see this in whisper coaching technology, for example. My view at the end of the day? After reflecting on this debate, both perspectives are essential. Why? They each highlight the need for a balanced approach in integrating technology with human elements in CX. So if they're both right, then the optimal strategy involves a combination of both views: leveraging technology to handle routine tasks and data-driven personalization, while reserving human expertise for areas that require empathy, judgement, and deep interpersonal skills. PS - I was Jamie in that original conversation. #customerexperience #personalization #artificialintelligence #technology #future