1. Involve people early: Engage cross-functional teams in the tech adoption journey — their insights ensure the solution is practical and people-centric. 2. Use data as a guide, not gospel: Let human judgment interpret data trends. Numbers show what is happening but people explain why it matters. 3. Design with empathy: Build technology that understands and responds to real user needs — not just process requirements. 4. Balance AI with EI: Blend artificial intelligence with emotional intelligence to make decisions that are both efficient and empathetic. 5. Build feedback into the system: Create continuous loops for employee and customer feedback to refine both tech and strategy in real time.

I’ve found the most effective change management approach uses the three pillars: system, process, and people. I lead with process optimization. Mapping the current state through human insight, identify root causes, must-haves, and ideal outcomes. Then align that process to the system. Gaps inevitably emerge, so I loop back with stakeholders to validate requirements and explore adjustments. From there, reconfigure the system. This cycle repeats in mini UAT loops until launch, allowing for quick iteration and alignment. It’s a practical, insight-driven method that prioritizes process over tech or people alone for scalable, successful outcomes.

When integrating new tech, focus on keeping human insight at the center of decision-making. Technology should enhance the human element, not replace it. Make sure the team is involved in the process by gathering their input and ensuring they understand how the tech fits into business' overall goals. Furthermore, encourage dialogue and regular feedback exchange to make sure you're not losing sight of the bigger picture. By finding the right balance we can take better decisions without losing the human touch.

The first thing when considering a new technology is to ensure that 100% of the team receives proper training, as each piece on the board plays a role within the system. This allows everyone to be in sync and provide personalized feedback on different aspects.

In my experience, customer service has always been a special part of any job that I've ever had and it truly is a passion of mine to help others and to make them happy. Maybe that's why it's always easier for me to make sure that human touch isn't lost.

We have been implementing a lot of new tech & AI into our business. The goal is to remember the intention behind projects and understanding that the tech is meant to supplement human creativity and decision making. Keep the core. The core.

Effective leaders integrate new technology into business strategy by balancing innovation with human insight. • Empathy & Feedback: Keep people at the center; leverage user feedback to guide tech adoption. • Collaboration: Encourage cross-functional teamwork to ensure tech solutions align with real needs and company culture. • Critical Thinking: Challenge assumptions and hype; vet new tools against strategic goals and true value. • Data + Intuition: Combine data-driven insights with human intuition for well-rounded, effective decisions. This balanced approach keeps innovation human-centric—fueling adoption, building trust, and ensuring long-term success.

Balance tech & human insight by: 1) Training teams and building their capabilities to interpret data, not just collect it 2) Maintain decision-makers in the loop 3) Using AI as a supporting tool, not a replacement 4) Regularly validating digital/automated outputs with human experience.