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How AI Can Give Your Company An Empathy Upgrade

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It’s a common job interview prompt: Tell me about an interpersonal conflict you’ve experienced at work. The follow-up: How did you handle it? I often ask this question when interviewing candidates for my company, partly because I remember my own answer so vividly.

A colleague and I were responsible for a monthly report. I needed their section to complete mine, but they had competing priorities. I sent frequent reminders; managers started asking for updates. Tensions rose. We exchanged a few sharp words (via direct messenger).

The turning point came a few days later. We took a walk along the waterfront. Face to face, we talked through our respective timelines, objectives, and challenges. That simple, human moment changed everything. After that, we were able to truly work together.

I’ve been thinking about that interaction a lot lately, especially as my company continues to integrate AI into our workflows. The question for myself, and for leaders like me, is this: How do we preserve that human, empathetic connection while embracing the AI tools that are quickly becoming essential to remain competitive?

With a thoughtful approach to AI, it’s possible to maintain empathy—and maybe even to strengthen it. Here are some ways we’ve managed to do just that.

Heighten Sensitivity In Real Time

As the earlier anecdote shows, when workplace pressure spikes, empathy often falls to the wayside. Even the most emotionally intelligent people can become less attuned. Deadlines loom and tempers flare. That’s where AI can step in, not by replacing human empathy, but by shoring it up when we need it the most.

Writing for Forbes, André Shojaie, CEO of HumanLearn, points out that AI is evolving from a tool of data analysis into a means of better understanding and supporting human emotions. One example is Cogito, a company born out of MIT research. Their technology uses behavioral science and voice analytics to detect subtle emotional cues, like moments of tension or disengagement, in conversations. Although it was originally developed for customer service teams, Cogito is being used in internal workplace communications as well, to make sure that team members don’t overlook each other’s subtle but telling communication signals. For instance, when you’re hearing your team member but not quite responding to their concerns.

You can think of tools like Cogito as empathy assistants, working in the background to help employees stay emotionally present, even in moments of high pressure.

Cultivate More Empathetic Customer Interactions

Here’s a stat to strike fear into the heart of any business owner: studies have found that nearly 3 out of 4 customers feel like their emotional state is completely ignored over digital channels. We all know the feeling: needing help from a company and being treated more like a ticket number than a human being with real needs, obligations, and time constraints.

Today’s AI tools can help businesses become more attuned to customers’ feelings in real-time. For instance, in companies like Humana, customer service agents receive AI-powered coaching cues during calls, like “show more energy” or “slow down to listen,” which help the agents adjust their tone and communicate with customers more empathetically.

Conversations shift from transactional to more human. They’re more efficient, more satisfying, and far less stressful for everyone involved.

Automate Busywork To Boost Your Emotional Energy

I’ve written at length about the hazards of busywork. When we spend our days ticking items off a to-do list, we’re left with little emotional bandwidth for our colleagues, friends, or family. For empathetic professionals, there’s nothing worse than feeling yourself constantly on edge with your co-workers, and at the same time, unable to get your head above the tide of tedious tasks.

At my company, we lead with an automation-first mindset. We’re constantly exploring new AI tools that help clear mental clutter and create more space for meaningful human connection—whether that’s mentoring a teammate, supporting an overwhelmed colleague, or simply bringing a calmer, less frazzled energy to the workplace.

You know what they say: A rising tide lifts all boats.

We use AI for tasks like drafting follow-up emails, summarizing meetings, and generating first drafts of reports. Personally, I rely on it to stay on top of tech and AI trends, which helps fuel my writing and helps me avoid staring at a blank page.

These tasks may not be the most complex or time-consuming, but they’re hidden energy drains. Offloading them to AI frees us up to focus on the work only humans can do: building trust, making nuanced decisions, and truly showing up for one another. In short, automation doesn’t just save time—it restores emotional capacity.

Fears about AI replacing humans aren’t entirely misplaced, but at its best, AI almost fades into the background. It functions as an invisible force that clears space for human professionals to be better colleagues, better leaders, and better humans.



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Capgemini acquires India-based WNS for $3.3 billion to boost AI business services – Firstpost

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Capgemini expects the deal to be closed by the end of 2025 and be immediately accretive to its revenue and operating margin

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France’s Capgemini has agreed to buy technology outsourcing firm WNS for $3.3 billion in cash to expand the range of AI tools it offers for companies, the IT services group said on Monday.

The deal equips Capgemini to create a consulting business service focused on helping companies improve their processes and cost efficiency with the use of artificial intelligence, namely generative AI and agentic AI, which it expects to attract significant investments.

The purchase price translating to $76.50 per WNS share represents a 17% premium compared to their last closing price on July 3 and does not include WNS’s financial debt, Capgemini said.

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Its interest in India-based WNS, whose services include business process outsourcing and data analytics, was first reported by Reuters in April.

“WNS brings … its high growth, margin accretive and resilient Digital Business Process Services … while further increasing our exposure to the US market,” Capgemini CEO Aiman Ezzat said in a press statement.

WNS’s customers include large organizations such as Coca-Cola, T-Mobile and United Airlines.

On a conference call with media and analysts, Ezzat said the acquisition would immediately create cross-selling opportunities between the two companies, mainly in the U.S. and Britain.

Capgemini expects the deal to be closed by the end of 2025 and be immediately accretive to its revenue and operating margin.

However, its shares fell around 5% following the news, the biggest losers on Europe’s benchmark STOXX 600 index as of 1024 GMT, with Morgan Stanley analysts saying the deal would limit its balance sheet flexibility while not having a major impact on financials.

Some investors are also concerned that Gen AI could impact the typically staff-intensive business process outsourcing (BPO) market, which could bite into Capgemini’s revenues and expose it to new competition, the analysts said in a research note.

“We expect investors to be able to see the opportunity that could come from disrupting BPO with Gen AI but think some evidence will be needed to convince the market WNS is the right vehicle,” they added.

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Business Brief this week: A stampede, a gold rush, and an AI arms race

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Good morning. This week’s AI for Good Summit in Geneva is showing how the technology’s innovations are also pushing global alliances into unfamiliar territory. That’s in focus today – along with this year’s Calgary Stampede and a gold rush that’s obscuring an inconvenient truth about Canada’s exports.

Up first

In the news

M&A: Globalive chair eager to apply past experience as consortium closes takeover of Wealth One Bank

Innovation: Canadian companies advance digital twin technology, despite lagging adoption at home

Auto analysis: The tale of the Agnelli family’s two contrasting car companies, Ferrari and Stellantis

On our radar

Tomorrow: Ahead of the July 9 deadline set by Trump for countries to strike trade deals with the U.S., the president said the White House would begin sending letters over the weekend to countries in batches of 10 to notify them of the tariff rates they can expect.

This week: The Calgary Stampede, which opened on Friday and runs through July 13, is known for many things: rodeo, pancakes and denim as far as the eye can see. But its real currency is connection. For 10 days, every bar and rooftop patio in the city is turned into a pop-up boardroom.

This year’s edition lands at an uneasy moment. Alberta’s energy sector has big wins to toast – LNG exports have begun from the West Coast, the long-delayed Trans Mountain pipeline is pumping and Ottawa is suddenly talking about Canada as an “energy superpower.” The city’s mood is buoyant. But a cautious kind of buoyancy, if there can be such a thing: Political uncertainty still looms large, from Mark Carney’s early tenure in Ottawa to the underwhelming response to Alberta’s proposed new pipeline.

On the books: Earnings and economic events are light, but Canada’s recent trade report is a reminder of how hard domestic exporters are being hit as Carney presses for a tariff-free deal with the U.S.


Open this photo in gallery:

Minister of Artificial Intelligence and Digital Innovation Evan Solomon on Parliament Hill June 19.PATRICK DOYLE/The Canadian Press

In focus

How global forces have shaped Canada’s priorities

The UN’s AI for Good summit this week is revealing how countries are racing to build sovereign computing infrastructure that is reliant on foreign investment.

In an attempt to capitalize on the economic promise of artificial intelligence, Western governments are investing in domestic data centres, drafting AI rules, and striking deals with countries that, less than a decade ago, might have faced sharper scrutiny.

By turning to investors such as Saudi Arabia, critics warn that attempts to reduce reliance on U.S. tech giants risk entrenching new forms of dependence on states with close ties to China and deeply contested human rights records.

Both Canada and the U.S. have set aside recent ruptures over human rights in favour of strategic and economic interests.

Canada’s 2018 standoff – sparked by then–foreign affairs minister Chrystia Freeland’s criticism of Saudi Arabia’s arrest of women’s rights activists – formally ended in 2023 when the two governments restored ties on the basis of “mutual respect and common interests.”

For the U.S., Russia’s invasion of Ukraine heightened the need for oil market stability and stronger regional alliances, prompting Washington to re-engage with Riyadh despite earlier condemnations of the kingdom’s role in the murder of Washington Post journalist Jamal Khashoggi. (During his first presidential campaign, Joe Biden pledged to make Saudi Arabia “pay the price” and called the country a “pariah” with “very little social redeeming value.”)

Human-rights advocates have remained critical of the UN for inviting Saudi officials to the AI summit – and concern remains over Riyadh’s expanding ties with China, which include co-operation on data centres, chip development and surveillance technologies that could complicate Western efforts to build secure, independent AI systems.

In May, President Donald Trump signed a US$600-billion strategic agreement with Saudi Arabia, including more than US$40-billion earmarked for artificial intelligence and related infrastructure.

Canada, too, is open to discussions with Saudi Arabia to support domestic data-centre expansion. In a recent interview with The Globe’s Joe Castaldo and Pippa Norman, federal AI minister Evan Solomon said Ottawa is in search of “pockets of capital” to help build sovereign capacity, while insisting any agreements would be pursued with “eyes wide open” and preserve Canadian oversight.

“Diplomatic ties and investment does not mean you agree with governments,” he said. “We can’t look at AI as a walled-off garden. Like, ‘Oh, we cannot ever take money from X or Y.’”

Ottawa’s openness was underscored last week when Castaldo reported that U.S. data-centre firm CoreWeave Inc. will soon operate a site in Cambridge, Ont., with Canadian AI startup Cohere Inc. – backed by $240-million from a federal fund – as a customer.

British-Canadian AI guru Geoffrey Hinton, who is presenting tomorrow, told The Globe he planned on telling Solomon that Canada needs to regulate AI when the two met last week. But he acknowledged a trade-off.

“The big problem is that unless you can get international agreements, countries that don’t regulate will have an advantage over countries that do. That’s the same for exploiting natural resources.”

It’s just one issue for Canada to tackle as it navigates the contradictions of a sovereignty strategy built on foreign capital, no clear regulatory framework and a bit of moral flexibility.


Charted

What the golden shine is hiding

Canada’s trade deficit with the world narrowed in May from a record high the previous month.

But tariffs continued to weigh on exports to the United States – and the rise in prices for gold skewed the picture.

Canada’s trade deficit with the world – in very technical terms according to The Globe’s Jason Kirby, “a measure of how much more stuff we buy from other countries than sell to them” – fell to $5.9-billion in May from a record high of $7.6-billion in April.

But after stripping out imports and exports of the gold category, Kirby observes, Canada’s trade deficit widened to $10.3-billion.


Bookmarked

On our reading list

Bednar: If a toaster burns you, you can sue. But if Big Tech burns you, you’re out of luck.

Keller: Trump has yet to kill the golden goose that is the U.S. economy. But he’s working on it.

Hirsch: To increase defence spending, Canada must cut deeper, tax harder and borrow more – all at once.


Morning update

Stock markets were mixed amid confusion as U.S. officials flagged a delay on tariffs but failed to provide specifics on the changes. Wall Street futures were in negative territory while TSX futures pointed higher.

Overseas, the pan-European STOXX 600 was up 0.34 per cent in morning trading. Britain’s FTSE 100 edged higher 0.13 per cent, Germany’s DAX gained 0.77 per cent and France’s CAC 40 rose 0.25 per cent.

In Asia, Japan’s Nikkei closed 0.56 per cent lower, while Hong Kong’s Hang Seng slipped 0.12 per cent.

The Canadian dollar traded at 73.19 U.S. cents.



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Cambridge Judge Business School Executive Education launches the AI Leadership Programme in collaboration with Emeritus

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The programme explores future-focused AI strategies and frameworks to foster innovation, accelerate organisational growth and build resilience.

CAMBRIDGE, England, July 7, 2025 /PRNewswire/ — Cambridge Judge Business School Executive Education announces the launch of its four-month Cambridge AI Leadership Programme. This programme equips leaders with both strategic insights and practical knowledge to harness AI for business transformation. Launched in collaboration with Emeritus, a global leader in making high-quality education accessible and affordable, enrolment is now open for a September 2025 start.

Artificial intelligence (AI) is transforming industries, and organisations are eager to understand and leverage its full potential to enhance efficiency, drive innovation and stay competitive. According to Forbes, 68% of employers consider AI to be crucial for future success. However, many AI projects fail due to a lack of strategic leadership and integration. The Cambridge AI Leadership Programme helps participants navigate the complexities of AI adoption, identify scalable opportunities and build a strategic roadmap for successful implementation.

Through a blend of in-person and online learning modules, participants will develop an understanding of AI concepts, applications and best practices to enhance decision-making skills as well as examine digital transformation and ethical AI governance. They will engage directly with world-renowned Cambridge faculty, industry experts and global peers while immersing themselves in the rich Cambridge ecosystem. By the end of the programme, participants will be prepared to implement AI strategies that deliver operational excellence and long-term organisational success.

“AI is a transformative force reshaping business strategy, decision-making and leadership. Senior executives must not only understand AI but also use it to drive business goals, efficiency and new revenue opportunities,” says Professor David Stillwell, Co-Academic Programme Director. “The Cambridge AI Leadership Programme offers a strategic road map, equipping leaders with the skills and mindset to integrate AI into their organisations and lead in an AI-driven world.”

“The Cambridge AI Leadership Programme empowers decision-makers to harness AI in ways that align with their organisation’s goals and prepare for the future,” says Vesselin Popov, Co-Academic Programme Director. “Through a comprehensive learning experience, participants gain strategic insights and practical knowledge to drive transformation, strengthen decision-making and navigate technological shifts with confidence.”

The programme is designed for senior leaders looking to lead transformation, unlock new revenue opportunities and integrate AI technologies into business operations effectively. It bridges the critical gap between technology and business strategy, preparing leaders to achieve AI-driven business goals.

“We are delighted to collaborate with Cambridge Judge Business School Executive Education to help senior leaders deepen their understanding of AI’s strategic applications and build foresight to balance innovation while managing risk,” says Mike Malefakis, President of University Partnerships at Emeritus. “Through blended learning, the Cambridge AI Leadership Programme enables participants to leverage AI tools and strategies for business optimisation and growth.”

The Cambridge AI Leadership Programme starts on 22 September 2025. For more information and to apply, please visit the programme website.

About Cambridge Judge Business School

Cambridge Judge Business School leverages the power of academia for real-world impact to transform individuals, organisations and society. Since 1990, Cambridge Judge has forged a reputation as a centre of rigorous thinking and high-impact transformative education, situated within one of the world’s most prestigious research universities and in the heart of the Cambridge Cluster, the most successful technology entrepreneurship cluster in Europe. In the Research Excellence Framework (REF) 2021, Cambridge Judge placed first in the Times Higher Education rankings for Business and Management Studies in the United Kingdom. Ninety-four per cent of Cambridge’s overall REF submissions were rated as “world leading” or “internationally excellent”, demonstrating the major global impact that Cambridge Judge researchers are making on society. Cambridge Judge pursues innovation through interdisciplinary insight, entrepreneurial spirit and collaboration. Cutting-edge research is rooted in real-world challenges, and students and clients are encouraged to ask excellent questions to create real-world change. Undergraduate, graduate and executive programmes attract innovators, creative thinkers, thoughtful and collaborative problem-solvers as well as current and future leaders, drawn from a huge diversity of backgrounds and countries.

About Cambridge Judge Business School Executive Education

Cambridge Judge Business School Executive Education offers a wide range of open-enrolment and customised programmes that will test, challenge, encourage and inspire you. We will help you embrace the knowledge and skills you need – to grow in confidence and to evolve and adapt. Get ready to lead purposefully, manage effectively and innovate in an increasingly complex future.

About Emeritus

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, organisations and governments worldwide. It does so by collaborating with more than 80 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus’s short courses, degree programmes, professional certificates and senior executive programmes help individuals learn new skills and transform their lives, companies and organisations. Its unique model of state-of-the-art technology, curriculum innovation and hands-on instruction from senior faculty, mentors and coaches has educated more than 350,000 individuals across more than 80 countries. For more information, please visit https://emeritus.org.

SOURCE Emeritus



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