When AI meets EQ: How these leaders are rethinking the future of work

Time of India

24-04-2025

As organisations continue to embrace rapid
digital transformation
, the intersection of artificial intelligence and emotional intelligence is becoming a defining force in shaping the
future of work
. But are leaders evolving fast enough to balance both?
According to a global survey by Six Seconds, titled '
AI and EI: Workplace Status Report
,' emotional intelligence scores have declined by 5.5% since 2019, with rising levels of stress, burnout, and loneliness reported across the workforce.
This emotional downturn hasn't been caused by AI alone, but its rapid implementation, often without adequate focus on the human experience, has become a contributing factor to what experts are calling a metacrisis of disconnection at work.
In other words, the promise of smarter systems must be matched by smarter, more empathetic leadership. Without this balance, organisations risk creating more disengaged environments even as they invest heavily in innovation.
To explore how leading organisations in the Middle East are navigating this delicate balance, using AI to enhance, not erode, the human connection, ETHRWorld Middle East organised a thought-provoking panel discussion titled "
AI meets EQ: Shaping the future of HR leadership in the age of connection
," at The Economic Times Future Forward Middle East Summit 2025.
During the session, Global Head - Solution Advisory - HCM & Global Payroll at Ramco Systems; Ahmed Al Mheiri, Senior Vice President, Group Human Capital Shared Services at ADNOC; Carys Richards, Executive Vice President People - International at Mastercard; Suhrid Chaudhuri, Executive Vice President, Group People Strategy at Al Ghurair; and Haitham Akl, Chief Human Capital Officer at Ajlan & Bros Holding (Chair) shared their insights on the evolving role of AI and emotional intelligence in reshaping the employee experience and driving business success.
Let's explore a few key takeaways from their discussion.
Implement AI with a conscious focus on human emotions and needs
Ahmed Al Mheiri discussed how AI and emotional intelligence (EQ) work hand-in-hand to enhance human capital strategies. 'AI can revolutionise how we work, but it must be embedded thoughtfully with an understanding of human emotions and needs,' he explained.
He further shed light on several initiatives at ADNOC, showcasing how the company seamlessly integrates AI with empathy to drive success. One notable example is the 'AI to AI: The Power of Artificial Intelligence' initiative, which aims to guide employees through the technological transformation with empathy and care.
Another successful initiative he highlighted is the 'AI for Everyone' training programme, which has successfully educated over 30,000 employees so far. This initiative was designed not only to upskill employees but also to ease any anxieties surrounding the introduction of AI.
All these initiatives play an essential role in
blending AI with emotional intelligence
, further ensuring that employees feel empowered rather than overwhelmed by the new technology. As a result, it leads to smoother transitions, higher employee engagement, and better outcomes for both employees and the organisation.
Ensure AI complements, not replaces, the human connection
Carys Richards emphasised the importance of AI complementing, rather than replacing, the human connection in the workplace. She shared an example from Mastercard, where AI is integrated into their talent marketplace, 'Unlocked', to match employees with personalised learning opportunities and mentors.
In her view,
AI aids employees
in identifying career growth paths, but it's the leaders who provide the critical context and direction. 'Leaders bring the personal touch that AI cannot, guiding employees on how to leverage the tool for real, meaningful growth,' Carys explained.
This dynamic approach ensures that AI is used as a starting point for meaningful conversations, enriching the employee experience while reinforcing the value of human leadership in career development.
Empathy complements AI in creating people-centric HR solutions
Shailaja emphasised that AI must be complemented by an empathetic HR approach. 'AI can identify distress patterns, such as financial strain, which can help HR leaders offer proactive support to employees. This combination of AI and empathy fosters trust and retention,' she noted.
She further highlighted how AI in payroll and HR systems personalises employee experiences, improving both efficiency and satisfaction. For example, AI-powered chatbots streamline payroll queries, while AI detects anomalies in payroll data, preventing errors. Additionally, AI aids compensation reviews by aligning performance data with company budgets, ensuring fair decisions.
Challenging the status quo: AI's impact on workforce planning and human-centricity
Suhrid Chaudhuri took a bold stance during the discussion, challenging the conventional narrative around AI and emotions in workforce planning. For him, AI is simply a tool, much like fire was to early humans or engines were during the Industrial Revolution. It's not something to fear, nor is it a threat to human-centric strategies; it's an opportunity to innovate and evolve.
AI, he stressed, should be seen as a powerful tool that enables better decision-making, not a replacement for human insights. 'Our approach is to use AI to drive better decisions, freeing up time from mundane tasks so we can focus on adding value,' Suhrid explained.
This mindset, he argued, is key to transforming workforce planning. AI allows companies to process vast amounts of data quickly, enabling more relevant and timely insights for decision-makers. However, the true effectiveness of AI depends on the quality of data fed into these systems. Without accurate, relevant input, AI can only produce so much. 'It's about the data we input, AI tools are only as good as the data they process,' he emphasised.
Suhrid highlighted Al Ghurair's approach, which focuses on data-driven decision-making. They've fostered a culture where data 'ninjas', dedicated teams of data experts, ensure that AI tools are fed with clean, actionable data. This approach not only enhances productivity but also ensures that workforce planning is more agile and adaptive to today's volatile, fast-paced environment.
From Suhrid's perspective, AI helps companies better navigate unpredictability by identifying trends and patterns that help them plan and adjust strategies in real time, without losing the human touch.
The future of work: Embed AI into the business evolution
To conclude, Haitham Akl shared his thoughts on AI's integration into business evolution that will define the future of work. 'AI is an enabler, not a replacement for human effort. It should enhance what we do and make us better,' he explained.
He further emphasised that the depth of AI integration within a company depends on how each leader chooses to embrace the technology. In his vision, focusing on AI as a tool to empower employees and make smarter business decisions, companies can leverage AI to enhance both their processes and their people.