As AI rapidly automates analysis, reporting, and decision-making, many professionals face an uncomfortable reality: technical skills alone are no longer enough. Empathy and active listening—long dismissed as “soft skills”—are now core human capabilities that AI cannot replicate. This article explains why these skills may determine who remains relevant, who leads change, and who gets replaced in the age of intelligent machines.

AI is reshaping Operational Excellence by automating analysis and tasks. Discover why mindset, behaviour, and change capability—not tools—will define sustainable value creation in the age of AI.