The Irreplaceable Role of Humanity in Technological Progress

The fifth industrial revolution challenges us to make technology not only smarter, but also more human. In this blog, I explore how we can keep technology human and why empathy, doubt, and trust are essential building blocks for real progress.

Technology should connect us, but it doesn't always. In some sectors, AI drives efficiency, but often at the cost of human wellbeing:

• Employees are evaluated based on conversations analyzed by algorithms

• Breaks disappear because "the data" says it’s more efficient without them

• Customers are filtered by bots, but the most challenging conversations still fall on humans without time or space to breathe

The result? Stress, burnout, high turnover. And a widening gap between people and the systems that shape their work.

🎧Listening tip: In episode 4 of our AI podcast, Pallas Agterberg dives deeper into the social impact of AI on society.

Key takeaway: Data reveals a lot, but not everything. Only when we leave space for empathy can work remain humane and meaningful.

Using a chatbot in customer service is efficient and cost-saving. But what happens next? Frustrated customers or those with low digital skills are handed off to customer service agents. These are the toughest conversations. AI now schedules these agents and allocates them just minutes per call otherwise, targets won’t be met. The humanity is gone. And these calls affect your people. There's no time left for a quick coffee with colleagues or a breather after a difficult conversation.

The result? Rising burnout rates, increased staff turnover, and declining interest in the profession despite the fact that these professionals often excel in social skills. Give them space to use those skills. It increases not only customer loyalty, but also employee happiness, trust, and wellbeing.

Key takeaway: Change starts with people. Technology should extend human strength not replace it.

Technology and humanity don't have to be at odds. In fact, technology can make work more human if we change our mindset, culture, and the way we design roles and processes. Think of:

• AI that flags employee overload early

• AI that provides insight into which conversations energize or exhaust

• AI that leaves space for human context and judgment, rather than over-regulating every detail

Not everyone learns, thinks, or works the same way. That’s exactly where technology can make a difference by supporting people at their own pace and in their own way.

Key takeaway: Human-centered leadership isn't a nice to have it is the strategy.

Building AI is one thing. Leading people through technological acceleration is something else entirely. Leaders must set direction while creating space for empathy, uncertainty, and conversation even when everything is speeding up.

What does this mean in practice?

• Redesign processes
  Don’t start with systems or tools. Start by asking: What does this mean for our people? Let tech support the work not define it.

• Be ethical and transparent with AI
  Be clear about how and why AI is used. People need to know: what does the system do, and what remains in human hands? Transparency prevents fear and resistance.

• Promote psychological safety
  Innovation only thrives when people can make mistakes, ask questions, and feel heard. Tech should never dominate culture.

• Develop human-centric OKRs and KPIs
  Think in terms of engagement, happiness, stress levels, learning pace just as critical as speed or productivity.

• Invest in AI literacy and human skills
  Equip people not just with tools, but with the language to understand technology and redefine their role in it.

Organizations that use technology with vision and empathy build a culture of resilience and sustainability.

Key takeaway: AI only adds value when applied strategically in service of people, processes, customers, and the sector.

AI brings massive potential, and every organization wants in. But only 15% of AI investments actually create value. A strong AI strategy focuses on tangible use cases and a balanced approach across four key areas:

1. Empower your people
   Equip employees with the knowledge to use AI wisely and ethically. This leads to better, more enjoyable, and higher quality work. GPTs assist in creation, analysis, and support. Data programs provide the infrastructure for today’s and tomorrow’s AI use cases.

2. Make processes future proof
   AI-driven automation saves time and reduces errors like automatically processing invoices or claims freeing people for more meaningful tasks.

3. Enhance customer engagement
   AI enables more personalized and relevant communication, tailored to customer needs, preferences, and channels. It also strengthens collaboration with partners.

4. Drive innovation in business models and value chains
   Collaboration within and beyond the sector leads to new AI solutions from prevention and diagnostics to personalized services boosting the entire ecosystem.

Key takeaway: Your strategy should be about technology that works for people not the other way around.

AI is changing everything. But how it changes us is up to us. Technology should be tangible, understandable, and supportive. People need room to adapt. That takes investment in skills, trust, and a culture of ongoing dialogue.

The fifth industrial revolution isn’t a hype. It’s an opportunity to redesign technology with human values at its core.

Technological progress needs direction. Not blind acceleration, but conscious choices. Now is the time for organizations to not only innovate but also position themselves. What’s your vision for AI? Where does humanity fit in your technology strategy?

A clear AI strategy helps organizations apply technology in a way that empowers rather than alienates. Discover your organization's role in the AI transition and start building a foundation where technology works for people.