Many leaders are focusing on technology, AI, and operational efficiencies as the primary drivers of success. However, a deeper and often overlooked factor is emerging as a competitive differentiator: emotional intelligence (EQ). In a recent episode of The Bliss Business Podcast featuring Daniel Sieberg, the concept of EQ in leadership was front and center. Sieberg, a seasoned media and innovation expert, highlighted a truth we must embrace: leadership success in the AI era will hinge on our ability to connect, empathize, and lead with emotional intelligence.

Emotional Intelligence: The Key to Unlocking Human Potential

While AI and machine learning are enhancing business operations, there’s an irreplaceable element that technology cannot replicate — empathy. Sieberg discussed the importance of creating a psychologically safe environment, a concept that Google identified as the most common trait among its successful teams. This idea underscores a critical fact: when employees feel safe to express their ideas, challenge paradigms, and be vulnerable, innovation thrives.

Psychological safety, at its core, is a product of emotional intelligence. Leaders who foster such environments understand that their role isn’t just about hitting targets but about unlocking human potential. It’s a recognition that people aren’t just resources; they are the key drivers of creativity and innovation. In today’s AI-driven workplace, where automation can handle much of the routine, human ingenuity and emotional intelligence are the true currencies of leadership.

Vulnerability as a Strength, Not a Weakness

One of the most powerful points Sieberg made was the value of vulnerability in leadership. Far from being a sign of weakness, vulnerability is a strength that fosters trust and connection. Too often, leaders feel the need to project an image of perfection or infallibility. But the reality is, showing your human side can inspire others to bring their authentic selves to work.

Vulnerability is about more than admitting mistakes; it’s about creating an environment where team members feel safe to fail, to learn, and to grow. Sieberg shared his own experience of learning to self-regulate — recognizing when he tends to dominate a conversation and making space for others to contribute. This level of self-awareness is fundamental to EQ and helps build stronger, more cohesive teams.

In startups, where teams are small and trust is paramount, this openness becomes even more important. Leaders who can be vulnerable set the tone for a collaborative, trusting, and emotionally intelligent culture. The result? Teams that work not just harder but smarter — together.

The Role of EQ in Navigating the Hybrid Workplace

With the rise of remote and hybrid work, fostering emotional intelligence has never been more critical. Sieberg acknowledged that while technology has enabled greater flexibility, it has also created new challenges in maintaining team cohesion. Video calls, Slack messages, and remote work hubs have their benefits, but they lack the depth of human interaction we get from in-person connections.

This is where EQ becomes invaluable. Leaders must find creative ways to foster connection in a digital world, ensuring that team members feel seen, heard, and valued. Empathy doesn’t always come naturally through a screen, but those leaders who make the effort to understand their teams’ needs and emotions will find themselves far better equipped to lead in this new era of work.

Emotional intelligence helps bridge the gap between technology and human connection. It enables leaders to adapt, not just operationally but emotionally, ensuring that even in a remote setting, people feel a sense of belonging and purpose.

AI and Empathy: A Complement, Not a Replacement

The conversation also touched on AI’s role in leadership. Sieberg pointed out that AI is advancing to the point where it can mimic empathy through features like sentiment analysis and customer service interactions. But here’s the catch: no matter how advanced AI becomes, it cannot replace the depth of human empathy. Empathetic AI might be able to recognize frustration in a customer’s voice, but it cannot fully understand the complexities of human emotions.

This is where leaders need to step in. AI can handle the data, the metrics, and even some decision-making, but it’s human leaders who must bring empathy to the table. Emotional intelligence allows leaders to interpret and respond to emotional cues that AI simply cannot, ensuring that businesses remain people-centric even as they become more technologically driven.

Self-Love: The Foundation of Effective Leadership

One of the more personal revelations from Sieberg was the importance of self-love in leadership. He spoke candidly about his own journey toward loving himself, and how that has impacted his leadership style. Leaders who cultivate self-awareness and self-compassion are better equipped to handle the challenges of leadership because they lead from a place of authenticity and inner strength.

In an age where leaders are expected to be constantly “on,” self-love allows for balance and resilience. It enables leaders to give more to their teams because they are not running on empty. As Sieberg put it, “When you love yourself, you operate better alone as an individual contributor in a remote working environment.”

Conclusion: Leading with Emotional Intelligence in the AI Era

As we navigate the complexities of the AI-driven business world, emotional intelligence will be the defining factor of successful leadership. Technology can do many things, but it cannot replace the human need for connection, trust, and empathy. Leaders who embrace vulnerability, foster psychological safety, and prioritize emotional intelligence will not only inspire their teams but also drive lasting innovation.

The future of leadership isn’t just about how well we integrate AI into our operations — it’s about how well we integrate emotional intelligence into our leadership. As Sieberg emphasized, EQ is not just a soft skill — it’s the real currency that will set leaders apart in the age of AI.

Check out the conversation with Daniel Sieberg on The Bliss Business Podcast

---

Originally Featured on The Bliss Business Podcast Blog

As we stand on the precipice of unprecedented technological advancement, the future of business isn’t just being shaped by automation and AI — it’s being redefined by how we choose to integrate people, purpose, and profit into these evolving models. After listening to Xiaochen Zhang, founder of FinTech for Good, on The Bliss Business Podcast, it’s clear that we are entering a phase where AI will fundamentally reshape not only how we work but why we work.

Xiaochen brought up an intriguing point that many organizations still fail to grasp: AI has the potential to streamline systems and reduce operational inefficiencies, but without guardrails rooted in purpose and responsibility, this same technology could spiral out of control, leading to unintended consequences. This is where business leaders need to pause and reconsider their approach. Is the primary goal profit, or is there room for a model where people and purpose co-exist with profitability? I believe it’s the latter — and it’s an urgent conversation we need to have.

The Role of Purpose in AI-driven Businesses

At the core of this shift is a simple yet profound question: What is the role of purpose in the future workplace? Traditional business models have long been obsessed with efficiency and short-term gains, but as Xiaochen explained, these systems are no longer sustainable. AI’s power to optimize and remove friction is undeniable, but as it stands, many companies are ill-prepared for the societal impacts of this shift.

The stark reality is that many boardrooms and executive teams aren’t asking the right questions. As Xiaochen pointed out, responsible AI requires governance at the highest levels. Board members need to be equipped not only with technical knowledge but with the foresight to understand the social and ethical implications of the AI systems they deploy. Without this understanding, we risk creating systems that prioritize short-term shareholder returns over long-term societal well-being.

This is why purpose matters more than ever. AI has the potential to exacerbate existing inequalities and biases unless it is developed and deployed with fairness, transparency, and accountability in mind. And it’s not just about protecting the public — companies that fail to embrace this mindset risk becoming irrelevant in a world that is increasingly demanding ethical leadership.

People as the Pillars of Business Longevity

Xiaochen touched on another critical point: AI’s impact on job displacement and the future workforce. While many companies are laying off employees in favor of automation, this short-term thinking could cripple them in the long run. The real competitive advantage lies in retaining people who understand the intricacies of your business, your customers, and your operational hurdles. These are the people who will help you navigate the complexities of the evolving business landscape.

AI is a tool — not a replacement for human creativity, empathy, or problem-solving. It’s imperative that companies find ways to integrate AI without undermining the people who make their businesses thrive. Leaders must ask themselves: How can we use AI to augment human potential rather than replace it?

Companies that prematurely dismiss their most knowledgeable employees may find themselves missing critical insights needed to adapt to the future. Employees who understand customer pain points, organizational processes, and product development are invaluable in designing new business models that incorporate AI’s capabilities while keeping humanity at the core.

Conscious Capitalism and the Future of Work

In this new landscape, the principles of conscious capitalism — where businesses are driven by both profit and purpose — are more relevant than ever. Xiaochen made it clear that business models focused solely on investor returns are missing a critical opportunity. By focusing only on profit, companies often steamroll over the other stakeholders — employees, customers, vendors, and communities — that contribute to their long-term success.

I see this as an opportunity for companies to redefine their missions. Leaders need to rethink how they define success, moving beyond shareholder value to include the well-being of all stakeholders. Purpose-driven organizations will be better equipped to attract and retain top talent, earn the trust of customers, and foster innovation in a way that is aligned with societal needs. In a world where AI is becoming more pervasive, having a clearly articulated purpose will be a company’s North Star, guiding its decisions in ways that build resilience and trust.

AI: A Double-Edged Sword

Of course, there is a flip side to all this. AI is a double-edged sword — it offers the promise of unprecedented efficiencies, but it also comes with inherent risks. If businesses don’t take the time to build guardrails now, they could face dire consequences. AI can perpetuate biases, harm privacy, and create a system where decision-making becomes opaque. For every gain in efficiency, there is a potential loss in human oversight.

Xiaochen’s work with AI 2030 is a perfect example of how we can create frameworks to prevent these dangers. His emphasis on responsible AI governance — focusing on sustainability, privacy, fairness, and accountability — is a roadmap for businesses to follow. By setting these foundations, companies can ensure that AI is used ethically and for the betterment of all stakeholders, not just for short-term financial gain.

The Time for Action is Now

The business world is at a crossroads. The decisions we make today about AI, purpose, and people will determine the kind of future we create. The message is clear: companies must be prepared to evolve. The rapid pace of AI development may feel overwhelming, but it’s also an opportunity to build a new kind of business model — one that centers people and purpose alongside profit.

Leaders must embrace the fact that the future of work is about more than just efficiency and technology. It’s about creating systems that empower people, honor purpose, and contribute to a better world. The future is not just about what we build with AI; it’s about how we build it and for whom.

The question is no longer if businesses need to change but how they will change. The companies that embrace this shift will thrive in the AI-driven world, while those that cling to outdated models will struggle to stay relevant. It’s time to lead with purpose and redefine what it means to be successful in the age of AI.

Check out the conversation with Xiaochen Zhang on The Bliss Business Podcast

Originally Featured on The Bliss Business Podcast Blog

In the business world, we often talk about innovation, agility, and productivity as cornerstones of success. Yet, we seldom give enough weight to one of the most transformative forces in the workplace: empathy. As I reflect on the recent Bliss Business Podcast episode featuring Gloria Folaron of Leantime, it’s clear that we are on the verge of a business revolution where empathy, paired with an understanding of neurodiversity, will be the key to unlocking future potential.

Gloria’s journey from an ER nurse to a startup leader gave her a profound perspective on this. While many in business take a linear, purely performance-driven approach, Gloria sees the human element as critical to the success of any team. Her emphasis on “cognitive accessibility” is an important concept for business leaders to grasp. Cognitive accessibility isn’t just a buzzword; it’s a recognition that we all process information differently, and tools and systems should be designed to support that diversity.

The Power of Neurodiverse Teams

One of the most eye-opening moments in the podcast was the revelation that over 53% of individuals in the tech industry identify as neurodivergent, but most companies believe that only 3% of their workforce is. The disconnect here is staggering and reflects the hidden potential within teams that goes untapped due to a lack of understanding or safe spaces for disclosure.

Neurodiversity in the workplace is not about accommodating deficits — it’s about leveraging different kinds of strengths. For instance, those with ADHD often bring creativity, rapid problem-solving, and the ability to synthesize information quickly. This diversity of thought is a strategic advantage. Companies that embrace these varied cognitive approaches are far more likely to outperform their competitors, particularly in industries that thrive on innovation.

Empathy: More than a Soft Skill

But what does this have to do with empathy? Everything.

Empathy is the bridge that allows team members to understand each other’s unique challenges and strengths. It fosters an environment where neurodiverse individuals can thrive. Without empathy, even the most well-intentioned diversity initiatives will fall flat. Gloria’s approach of embedding empathy into project management — through tools that are not only functional but also adaptable to different cognitive styles — highlights that the success of a project is often less about hitting deadlines and more about the relationships within the team.

The traditional view of business productivity has been that efficiency and results come from a streamlined, one-size-fits-all approach. But studies and real-world examples are showing us that this mindset limits potential. When teams are given the space to work in ways that align with their cognitive strengths, their engagement and productivity skyrocket.

The Business Case for Empathy

For those still focused purely on the bottom line, consider this: Teams that include neurodiverse professionals are 30% more productive than those without them, according to Deloitte. The same study shows that companies that foster empathetic environments see lower turnover, increased innovation, and greater team cohesion. This is not just a moral or ethical stance — though it should be that too — it’s a business strategy that drives real, measurable results.

The path forward is clear. Companies that invest in creating empathetic, neurodiverse work environments will outlast those that cling to rigid, outdated structures.

The Future is Human

As Gloria mentioned, love and empathy are not just emotional niceties that we can afford to ignore in business — they are critical drivers of long-term success. Those companies that choose to prioritize human connection and neurodiversity will be the ones that not only survive but thrive in the coming decade. In fact, I would argue that this shift represents the next phase of business evolution: one where we no longer view empathy as a soft skill but as the competitive advantage it truly is.

In the words of Gloria Folaron, “For the companies that do capture that [empathy], they’re going to be the companies who end up succeeding.” The future is human, and the businesses that understand and embrace this will be the ones leading the way.

Conclusion

This perspective is not just about theory but about a vision for what the future of work can be. It’s time to let go of antiquated beliefs about productivity and embrace a more holistic, human-centric approach. The data, the experience, and the results all point to the same conclusion: empathy and neurodiversity are the keys to a truly successful and sustainable business future.

Check out the conversation with Gloria Folaron on The Bliss Business Podcast

Originally Featured on The Bliss Business Podcast Blog

In customer experience, empathy and gratitude are often discussed as separate virtues. However, a deeper examination reveals that true empathy cannot exist without gratitude. When businesses recognize and appreciate the patronage of their customers, they naturally develop a genuine understanding of their needs and desires. This intertwined relationship not only enhances customer satisfaction but also fosters loyalty and trust.

Gratitude as the Foundation of Empathy

Gratitude involves recognizing the value of others and appreciating their contributions. In a business context, this means acknowledging that each customer brings value to the company, not just in revenue but in trust, time, and loyalty. When businesses cultivate gratitude toward their customers, they become more attuned to their needs, leading to empathetic interactions. This appreciation transforms transactions into meaningful engagements, where the customer’s well-being becomes a priority.

“One powerful way to practice gratitude is through proactive customer care.” 

Businesses that see each interaction as an opportunity to express appreciation — whether through handwritten thank-you notes, surprise discounts, or simply acknowledging a customer’s loyalty — create a culture where customers feel valued. This genuine gratitude fosters long-term relationships and increases customer retention.

Empathy Enriching Customer Interactions

Empathy allows businesses to see the world from their customers’ perspectives. This understanding leads to personalized experiences that resonate with individual needs. For instance, a company that practices empathy might anticipate a customer’s concerns and proactively address them, creating a sense of being valued and understood. Such interactions go beyond mere problem-solving; they build emotional connections that encourage repeat business.

A practical example of this is when Airbnb adjusted its cancellation policies during the COVID-19 pandemic, allowing customers to cancel their bookings without penalties. This decision wasn’t just a reaction to market conditions; it was an act of empathy rooted in gratitude for the trust that customers placed in the platform. By acknowledging the financial and personal strain of the crisis, Airbnb reinforced customer loyalty and maintained its reputation as a customer-centric company.

Tangible Examples of Empathy and Gratitude in Action

Several companies exemplify the seamless integration of empathy and gratitude in their operations:

• Singapore Airlines: When a customer faced a medical emergency and had to cancel a trip, Singapore Airlines promptly refunded the airfare upon receiving a hospital discharge note. This act of understanding and appreciation for the customer’s situation reflects both empathy and gratitude. 
• On Foot Holidays: After a client canceled a walking tour due to health concerns, the company not only refunded a significant portion of the payment but also negotiated additional refunds from accommodation providers. This proactive approach demonstrates a deep appreciation for the customer’s circumstances and a commitment to their well-being. 
• Ritz-Carlton: Known for its “empowered employees” philosophy, Ritz-Carlton trains staff to anticipate guests’ needs before they even articulate them. This level of service is driven by gratitude for the guests’ choice to stay with them, reinforcing a culture where employees are encouraged to solve problems on the spot and create memorable experiences.

Studies Linking Empathy, Gratitude, and Business Success

Research underscores the importance of empathy and gratitude in business:

• A study published in the Journal of Service Research found that employees who display genuine empathy positively influence customer satisfaction and loyalty. The research emphasizes that authentic emotional connections, rooted in gratitude for the customer’s patronage, lead to better service outcomes. (ResearchGate)
• The Global Empathy Index ranks businesses based on their empathetic practices. Companies that score high on this index, such as Netflix and Alphabet, are noted for inspiring customer loyalty. Gartner estimates that by 2025, organizations in the top 10% of the Global Empathy Index within their industry will see a 10% increase in customer loyalty. (Idomoo)

Design Thinking: Operationalizing Empathy and Gratitude

To bring this mindset into a structured business approach, Design Thinking plays a crucial role. Design Thinking is a problem-solving framework that puts human experience at the center of decision-making. It aligns perfectly with gratitude and empathy because it forces businesses to deeply understand and appreciate the people they serve.

Using Design Thinking, companies can:

• Conduct empathy interviews to understand customer pain points, not just from a data perspective but from an emotional and behavioral standpoint.
• Map out the customer journey to identify moments where gratitude can be intentionally embedded — such as post-purchase experiences, unexpected personalized gestures, or proactive customer service check-ins.
• Prototype and test empathetic policies, such as flexible returns, loyalty rewards, or improved accessibility for differently-abled customers.

The Role of Coaches in Shifting Organizational Mindset

While implementing empathy and gratitude may seem intuitive, many organizations struggle because their internal culture does not align with these values. This is where coaches and cultural transformation leaders come in.

Coaches can help organizations:

• Shift leadership perspectives: Many executives focus on numbers and efficiency, often neglecting the emotional experience of their customers. Coaches guide leadership teams to see business success through the lens of human connection rather than just revenue.
• Train employees in emotional intelligence: A team that understands how to listen, empathize, and express gratitude naturally creates better customer experiences. Coaches can lead workshops, role-playing exercises, and one-on-one coaching to develop these skills.
• Create internal accountability structures: Ensuring that gratitude and empathy become operationalized KPIs — not just buzzwords — requires cultural reinforcement. Coaches can embed these values into performance reviews, feedback loops, and employee engagement initiatives.

Cultivating a Culture of Empathy and Gratitude

To embed empathy and gratitude into the fabric of an organization, consider the following approaches:

• Employee Training: Equip employees with the skills to understand and appreciate customer perspectives. Training programs that focus on active listening and emotional intelligence can foster genuine empathetic interactions.
• Feedback Mechanisms: Encourage customers to share their experiences and insights. Valuing and acting upon this feedback demonstrates gratitude and a commitment to continuous improvement.
• Personalized Engagement: Recognize and celebrate customer milestones, such as anniversaries or birthdays, to show appreciation and strengthen the emotional connection.
• Surprise and Delight Moments: Implement small but meaningful gestures — handwritten thank-you notes, unexpected discounts, personalized recommendations — to reinforce that customers are valued beyond their transactions.

Conclusion: The Future of Customer Experience Lies in Gratitude and Empathy

Empathy and gratitude are not standalone concepts; they are deeply interconnected forces that shape how businesses engage with customers. By embracing gratitude, businesses naturally develop empathy, leading to enriched customer experiences that drive loyalty and long-term success.

The companies that will thrive in the coming decade will be those that operationalize gratitude into their customer experience and bake empathy into their culture. Those who see customer transactions as opportunities to express appreciation, rather than mere revenue streams, will build brands that stand the test of time.

The question for every leader is simple: Are you grateful for your customers? And if so, how are you showing it?