July 28th, 2025
2 min read
When the world is getting faster, smarter and more automated, the most human thing you can do is lead with empathy. “Empathy isn’t just good for people, it’s good for business,” says Maria Ross, Speaker, Author and Strategic Brand Advisor at Red Slice LLC. Ross dives into how empathy may very well be the secret sauce for business performance, innovation and long-term customer loyalty as AI continues to expand across industries.
Bridges and Barriers
AI can automate tasks and analyze data, says Ross, but it can’t replicate human connection. “The leaders who will thrive in the future will be those who are emotionally intelligent. Curiosity, collaboration and self-awareness will be the new competitive edge.”
Empathetic leaders who can listen actively, adapt quickly and engage meaningfully with their teams will be the ones who lead their companies through the next wave of transformation. Ross points out that empathy isn’t about being soft or overly emotional. Rather, it’s about being able to understand diverse perspectives and make decisions that center on both people and data.
“Empathy in leadership doesn’t mean feeling everything for everyone. Rather, it means being able to understand where others are coming from and take action that brings people together,” she explains.
In the age of AI, leaders who rely solely on their technical skills will be vulnerable because AI can take over tasks, but it can't replace human connection. The real differentiator will be empathy: the ability to listen, synthesize diverse perspectives, and make thoughtful, people-centered decisions.
AI in Society
So, how does this translate to the bottom line? Ross points to research that links empathetic cultures with higher employee engagement, better retention rates and more innovative teams. “Empathetic leadership fosters an environment where people feel valued, heard and motivated to contribute,” she says.
Ross argues that this approach results in stronger customer loyalty as well: “When your team is invested in the culture of empathy, it shows in how they treat customers, and that builds trust.” And it also affects the brand because a company can’t project empathy externally if it doesn’t practice it internally. It’s a truth Ross learned firsthand while working with leaders to refine their branding strategies.
These insights inform Ross’s leadership workshops, which focus on debunking myths around empathy, teaching active listening skills, and providing hands-on role-play exercises to help leaders tackle tough decisions with both heart and head. “Empathy is a skill that can be developed,” Ross says.
As AI continues to change the landscape, Ross believes the leaders who excel will be the ones who prioritize human connection. “Empathy is a leadership imperative,” she says. “Empathy isn’t about being weak or giving in. It’s about seeing, understanding and acting with compassion. The strongest leaders put ego aside, listen to diverse perspectives, and make better decisions because of it.” Those who can blend the power of technology with the wisdom of emotional intelligence will be the ones who most effectively lead their organizations – and industries – into the future.
