Beyond the Bot: The Human Skills Playbook
Leaders are racing to adopt AI because of what it can do. But what about what it can’t do, at least not well?
Ask yourself:
Where in my customer journey are uniquely human skills required?
Which human skills do we perform better or worse than our competitors?
What skills does my team need to improve the use of AI?
What governance model ensures we use AI ethically?
How can I give my team the human advantage?
Current research, including a Nature Human Behaviour study from Harvard Business School and an MIT Sloan analysis, shows that AI continues to fall short on uniquely human capabilities like empathy, judgment, and communication, the very skills that distinguish effective leaders and high-performing teams. To compete effectively, leaders need to invest in a Human Skills Playbook.
The Human Skills Playbook
Different skills require different learning approaches. Here’s our take on the skills teams need to strengthen the human advantage and the best learning methods for each:
The Spark: Spend time training your team how to do what AI can’t do, and do it better than ever.
Contact Us: Ready to give your team the human advantage? Let’s build and execute a Human Skills Playbook tailored to your business.
Sources:
Zhang, L., Gino, F., & Margolis, J. D. (2024). Why soft skills still matter in the age of AI. Nature Human Behaviour. Harvard Business School Working Knowledge (Original Research).
Loaiza, I., & Rigobon, R. (2023). These human capabilities complement AI’s shortcomings. MIT Sloan Ideas Made to Matter.
