The current business climate is abuzz with the potential of Artificial Intelligence (AI). However, the successful implementation of AI or any other new digital technology relies heavily upon the emotional intelligence of a company. To ensure success, it is essential to foster a culture of empathy and mutual trust, where executives are sensitive to the feelings of others, and supportive of individuals facing struggles or mistakes. This is particularly important in the event of a major digitization project, which can be a stressful and challenging process for a group. Despite this, the focus is often placed on tangible and measurable outcomes, leaving the intangible qualities to be disregarded.

To ensure success, it is essential to recognize the “elephant in the room” – the human factors that are often overlooked. Companies may attempt to offer financial incentives, such as bonuses, to motivate employees, however this does not address the qualitative issues. In the event of a breakdown between team members, the CEO may opt to replace the disruptive individual, leading to further disruption and added time and costs to the project. In order to effectively address the issue, it is important to read between the lines and interpret what is not being said, as well as ensure that everybody is on the same page.

Moreover, meetings can often become bogged down in inefficiency. To avoid this, it is important to invest in intangibles such as creating a cohesive and empathetic culture. Leadership by example is key, and grassroots movements by those in the company with the necessary qualities can be effective in achieving tangible results.