Exploring the emotional intelligence that drives digital transformation

It is no secret that digital transformation is fast emerging as the new normal across India Inc. Even the Union Finance Minister, in her recent Budget 2021 speech, outlined several initiatives to enhance the country’s digital infrastructure, in facilitating digital payments, among many others. 

So what exactly does this digital transformation era entail? We are looking ahead to numerous changes. Large-scale adoption of new-age technologies like Artificial Intelligence (AI) and Machine Learning (ML) is set to redefine the working dynamics of key industries and business sectors. It is fundamentally altering how businesses operate and deliver value to their customers. To keep pace, business leaders and entrepreneurs will need to navigate their way around and remain relevant in a largely volatile and competitive global corporate ecosystem. 

Which is why it is extremely important to not stop at just the technology side of the digital transformation - it is not only worthwhile, but essential to explore the human side as well. 

Driving the implementation of digital technology initiatives will need a new generation of emotionally intelligent business leaders. They will need to understand that digital transformation is less about technology and more about people. It lies at the intersection of smart technology and human emotions. Leaders will need to be emotionally mature as they steer their organizations from digital adolescence to digital efficiency in the smart machine age. The need to develop human skills like emotional intelligence and customer empathy is even greater than before. 

In my opinion, a ‘people-first’ approach is very important while deciding to invest in digital technology. In the end, the success in automation and digital transformation will depend on employee acceptance, attitude and response to the roll-out of technological changes at workplace. And it is only leaders with the right emotional aptitude who can strike the right balance in combining the scalability and speed of technology with soft skills like critical thinking and decision-making of human workforces. 

Organizations of the future may greatly rely on data-driven technological trends for strategic decision-making but in a fast-changing landscape, this will not be enough. Business leaders will need to focus on making companies change-resilient. Their own emotional intelligence will be the key to encouraging employees to become adaptable, curious and determined in the face of remarkable changes. This will help ensure that technology and employees work in cross-functional collaboration for the seamless attainment of business goals and objectives. 

Everything said and done, machines cannot replace humans in crucial business areas like crisis management, customer communication and employee engagement. Complexities of dynamic business environments can only be resolved through human effort and intervention, with technology playing only a supporting role. 

What the world needs more of is business leaders with the emotional quotient to foster such hybrid working models – leaders who can develop symbiotic relationships between humans and technology to leverage the competencies of both. 

Would love to read your thoughts in the comments!