"In fact, Anna Marrs, group president of global merchant and network services at American Express, said empathy is the most under-hyped factor in the AI transformation era and that preserving human connection is key to capitalizing on radical technological changes. At the Fortune Most Powerful Women conference in Washington, D.C., on Wednesday, she said she finds Anthropic's Claude to be one of the most empathetic AI tools she uses: "He's really nice to me.""
"Paula Kerger, CEO of PBS, said that empathy among leaders is critical in the AI era, especially since "a lot of people are terrified" of the technology and are paying close attention to it. To her, being empathetic looks like continuing to build trust with consumers in the AI era by disclosing how content is created and how organizations talk about the transformation, she said. "Some of us get so excited about the possibilities of what [AI] can do, but you don't think about how the public will think about that and the impact that it could have on trusted advice," she said. Kerger previously discussed tech and AI transformation with Fortune in 2023 and said people who aren't riding the AI wave aren't "living in the right decade.""
Artificial intelligence is rapidly reshaping industries, and the digital transformation is as much about people as about technology. Empathy is an under-hyped factor in the AI era, and preserving human connection remains essential to capitalizing on technological change. Some AI tools can display empathetic behavior, but studies find people still prefer consoling messages from other humans. Leaders should build trust by disclosing how content is created and communicating transparently about AI-driven changes. Addressing worker fear by limiting disruptive personnel changes and placing selected employees in appropriate roles can support a smoother transition.
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