Ibrahim Jackson, Founder & CEO Ubiquitous Preferred Services.
Technology continues to reshape how we work. Along this path, agentic AI, systems that can plan, act and learn independently, are becoming a reality. These new systems promise new efficiencies in automating tasks and how organizations operate and leverage existing resources.
While the opportunities for increased efficiency and innovation are immense, these new AI systems also present a new set of challenges for the human workforce, demanding a strategic approach to maximize current assets.
Efficiency Through Understanding
“But, I thought AI would replace human workers.” Frankly, I find this line of thought boring at this point; the truth is more nuanced. Agentic AI excels at processing data and executing complex tasks, but it lacks the human element: emotional intelligence (EI).
Emotional intelligence is the ability to leverage self and social awareness to navigate complex interactions, strengthen relationships and remove friction for smoother, more efficient workflows.
Amplifying Existing Strengths
To be clear, your organization will increasingly require leaders who have high EI to guide agentic AI effectively. These competencies include:
• Aligning AI With Organizational Values And Ethical Considerations: EI helps leaders anticipate and address AI-driven decisions’ potential social or emotional impacts, avoiding costly missteps and maintaining company integrity.
• Fostering Collaboration Between Humans And AI: Leaders with strong EI can create a culture of trust and cooperation where employees feel comfortable working alongside AI tools, optimizing existing team dynamics and fostering seamless integration of AI-enabled solutions.
• Driving Innovation And Adaptability: Understanding the emotional landscape of your organization allows leaders to leverage AI to enhance human capabilities and drive innovation, creating a culture of continuous improvement without significant new investments.
Performance Metrics In The Age Of AI
Success in this new era of work will require a shift in how we measure performance. While some traditional ROI metrics will remain relevant, they may not fully capture the impact of EI on AI-driven outcomes. Consider measures that focus on tangible business results, such as:
• Employee Engagement Surveys: Assess employee satisfaction, morale and trust in AI systems, linking these factors to productivity and retention.
• Customer Sentiment Analysis: Analyze customer feedback to gauge how AI-powered interactions positively or negatively impact customer satisfaction, loyalty and referrals, which can directly correlate to customer lifetime value.
• Project Agility And Innovation: As mentioned, unlike traditional automation, agentic AI interacts dynamically with data. Therefore, it’s especially important to track how AI is enabling the simplicity, speed and repeatability of completed projects and the improved success rate of innovative solutions. Instead of just cost savings (a common metric for past tech evaluations), measure the increased value creation.
Strategic Optimization For Future Success
To fully embrace the potential of agentic AI and achieve more with existing resources, leaders can look to:
• Invest in EI development. Implement EI training at all levels of your organization, focusing on interpersonal skills, decision-making and critical thinking.
• Establish clear AI collaboration guidelines. Develop easy-to-understand playbooks for human-AI interactions and emphasize ethical considerations, data privacy and employee well-being to ensure efficient and responsible use of AI.
• Seek executive advisory. Engage with AI experts and thought leaders to remain current with the latest advancements in AI and learn the nuanced implications on the future of work. As of this writing, we are at level 2 of OpenAI’s five-stage framework and moving fast, so we should stay informed to make the best decisions possible.
• Prioritize employee feedback. Regularly gather employee feedback on their experiences with AI tools and use this information to refine processes and improve the overall employee experience.
The future of work will involve combining and maximizing technology, people and culture. By prioritizing EI and fostering a human-centered approach to AI, I believe organizations can create net new innovation and a future where humans and AI work together to achieve extraordinary results.
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