Leading with Empathy in a Rapidly Changing World

Artificial intelligence is transforming how we work—but the real differentiator isn’t just smarter algorithms. It’s leadership. In her keynote at GDS Group’s recent AI summit, the Vice President of Technology – CTO at Crowley, Mary Ann Coburn shared how empathy, transparency, and active listening are the cornerstones of leading in an AI-driven era.

She reminded the audience that failure is not the end, but the start of innovation. When a team member told her a proof of concept underperformed, Coburn responded, “What did you learn? This is your invitation to innovate.” By shifting the conversation from blame to curiosity, she fosters psychological safety and accelerates progress.

Listening to Build Trust

Empathy also means knowing when to stop talking. Coburn emphasized the power of silence in leadership: “Don’t talk. Just listen… read the room… that’s where you foster trust and make better decisions.” In a multi-generational workforce balancing AI disruption, listening without judgment transforms anxiety into advocacy and ensures every voice is heard.

Transparency Fuels Engagement

In an age of AI hype, overpromising can erode credibility. Coburn shared her approach: “I’m transparent about what I know, what our team knows, and where we are in our learning journey.” That honesty—paired with continuous feedback loops and small, targeted proofs of concept—builds trust across teams and with the business.

She encouraged leaders to secure budgets for experimentation and focus on pragmatic wins, from back-office automation to contract reviews. These incremental successes not only drive efficiency but also empower employees to own and showcase their innovations.

Key Takeaways

• Reframe failure as learning: Replace blame with curiosity to spark innovation.
• Listen to earn speed: Active listening converts resistance into collaboration.
• Be candid about limits: Transparency strengthens trust and accelerates adoption.
• Empower experimentation: Small, high-impact projects inspire ownership and engagement.
• Protect mental well-being: Support teams through rapid change to maintain morale and productivity.

Mary Ann Coburn’s message is clear: empathy is not a “soft skill”—it’s a strategic imperative. By cultivating psychological safety, listening deeply, and communicating with transparency, leaders can guide their teams through AI-driven change with confidence and trust.