Keynote: Human Power of Emotional Intelligence and AI – Transformation for the Future

As a multinational company with nearly half a million employees operating across nearly 100 countries, TP leadership wanted to centralize and create process management guideposts for how it used AI tools to provide a uniform and cohesive experience for both its employees and clients. TP began prioritizing a high-touch emotional intelligence (EI) approach around its use of advanced AI tools and process excellence by embracing (EI) training within its global process management to enhance both consumer engagement and team management experiences.

The core of TP’s empathetic approach to integrating AI focuses on two main areas: “Service from the Heart” for customer service and “Managing from the Heart” for team management. Preliminary data shows these initiatives have led to significant improvements, faster recruit-to-hire processes, and retention of more than 55,000 TP Experts during the past two years.

TP Chief People Officer Alan Winters will share the challenges and lessons learned along the way in TP’s journey to integrate AI through an EI lens and provide real-world guidance for an insightful framework for implementing advanced AI tools powered by high-touch EI support that benefits all employees and customers at scale.

• Always keep your people at the heart of what you are doing as you design the program.
• Most importantly, remember that any emotional intelligence program is for all team members, not just your front-line employees.
• There must be consistent reinforcement, and visible demonstration of EI in the management team.