Hybrid work has drastically changed the way companies do business. As today’s daily communication relies heavily on technology such as email and instant messaging platforms, employees can easily get caught up in the ‘always on’ mentality and feel obliged to respond to messages at all hours of the day.
To combat this, many are tactically leveraging AI to help manage tasks when they’re offline—deploying AI agents to run in the background to book meetings, automatically respond to emails, and more.
However, in a digital landscape, human skills are becoming the differentiating factor between exceptional and good businesses. In fact, 90% of executives believe that human skills are more important than ever. In the wake of mass digitalisation, businesses should explore ways to create a work environment that fosters meaningful collaboration and engagement.
From good to exceptional: The crucial role of empathy and presence
While the way employees interact has adapted over the years, empathy and being present are emerging as the top skills for better customer interactions, brand trust, and loyalty. These soft skills are the key to truly understanding your target market and delivering service that sets the business apart from its competitors.
In people-facing roles like customer service, empathy and being present are indispensable. While generative AI chatbots can resolve simple queries, human input is needed for more complex issues. 81% of consumers reported that they would rather wait a minute or more for support from a live person than interact immediately with an AI assistant, showing that customers still have a huge appetite for human interaction despite the abundance of AI solutions. Being understanding and addressing concerns promptly and effectively strengthens customer loyalty, shapes brand reputation, and builds trust.
Human skills don’t just supercharge customer service—they can improve organisational health and set the ground for better collaboration. For example, managers who lead with empathy and presence are more likely to see their team members contribute ideas and solutions, as they feel validated and encouraged to grow. This trickles down to better innovation and attentive focus on challenges, as the team is able to obtain multiple perspectives and opinions.
Strategies for achieving digital balance
While the rise of online communication platforms has led to better connectivity, employees are often challenged with achieving ‘digital balance’—finding the ‘sweet spot’ between engaging with digital technologies and nurturing personal interactions. With constant emails and instant messages, notifications can pile up, creating an environment that sometimes shifts attention from larger tasks.
To combat digital overload, managers can establish ‘reduced messaging’ hours–set periods reserved for deep, uninterrupted work. This approach helps to cut down on distractions, creating space for employees to dive deep into their work. With dedicated time for focus, they can tap into their creativity and think big—solving complex challenges and sparking new ideas that drive innovation. More time to focus means more time to imagine, create, and bring fresh perspectives to the table!
Encouraging team lunches, social events, or even casual virtual meetups can further strengthen relationships among colleagues, fostering a sense of teamwork that feels both cohesive and effective. These moments—whether in-person or online—offer chances for spontaneous conversations and genuine connections. By balancing streamlined digital workflows with purposeful moments for connection, companies can cultivate a work environment that supports both individual well-being and team success, creating a foundation for sustained innovation and engagement.
Navigating the ‘always on’ challenge with tech
With the ‘always on’ work mentality at an all-time high, employees can benefit from tech stacks that keep processes streamlined and reduce the need for unnecessary communication. Leaders can leverage software tools that improve efficiency, such as AI agents that can attend meetings and take notes on their behalf.
Streamlining processes also reduces the need for ad hoc meetings to discuss potential miscommunications, meaning the meetings employees do have are more engaging and fruitful. Or, employees simply don’t need to send as many emails and have more capacity to switch off at the end of the day.
It is important to stay mindful of how digital tools are integrated into the workplace. Having too many tools, also known as ‘tool sprawl’, can cause confusion and waste time. Creating one single source of truth on an automated, integrated platform saves time and keeps data organised. This opens up opportunities for creative, collaborative tasks that can be done in-person, making those in-office engagements more meaningful and productive.
By leveraging empathy and encouraging mindful disconnection, companies can cultivate a work environment that values both technological advancements and irreplaceable human skills, ensuring long-term success and competitiveness in a digital-first environment. Achieving digital balance is essential for businesses to thrive in today’s fast-paced, technology-driven world. This balance not only enhances organisational health but also positions companies for long-term success and competitiveness in a digital-first landscape. As businesses navigate the complexities of the modern workplace, integrating technology and human touch will be key to shaping a future of work that is both efficient and fulfilling.
Pierre Berlin
As General Manager of EMEA, Pierre Berlin leads monday.com's regional strategy and expansion. Previously, he advised startups in the UK and US, and at Figma, he opened three offices and hired 160 employees in under 2.5 years. As Chief Revenue Officer at Mixpanel, he drove global expansion, and at LinkedIn, he grew the EMEA Talent Solution team to 850 employees. Pierre is known for rapidly scaling organizations and building strong, value-driven cultures.