The Empathy Edge

How will AI transform leadership and work? Can we "delegate empathy" to it? Can we have empathic AI that fills a need we all have as humans? Today, I discuss all of this and the role of empathy in AI with my special return guest Minter Dial author of Heartificial Empathy, Putting Heart into Business and Artificial Intelligence, the 2nd edition, just released in 2023 to include all the latest AI shenanigans and progress.Minter shares his emotional leadership story about how 9/11 opened his eyes to his own priorities and how he wanted to show up as a leader. We discuss how to put heart into AI and three key questions leaders need to answer before investing in it. Minter shares use cases where AI can help us at a very human level, can help us create engaging customer experiences, and helps solve both the loneliness epidemic and the shortage of mental health professionals. We also muse on how AI is transforming leadership and work - and why we can’t expect perfection from a system if we can't be perfect ourselves!  To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com Key Takeaways:Not everything needs to be told to everybody. You can still have secrets and still be authentic, vulnerable, and full of integrity. As humans, we are not perfect. We cannot create something and expect perfection from that without holding ourselves to the same level.The AI will only be as good as what you put into it. It is about intentionality and working with the AI, not just expecting the AI to do everything perfectly on its own.  "People tend to hold AI up to a higher standard than we hold ourselves up to. I find this to be a problem. [If we are expecting perfection] we are never going to get it!" —  Minter Dial References Mentioned:The Empathy Edge Podcast: Minter Dial: How Being Yourself Makes You a Better LeaderThe Empathy Edge Podcast: Paul Marobella: Leading Through CrisisBrand Story Breakthrough course to help you craft a clear, compelling brand story  - includes weekly office hours with Maria!About Minter Dial, Professional Speaker, Author & Filmmaker​Minter Dial is an international professional speaker, elevator and a multiple award-winning author. Minter's core career stint of 16 years was spent as a top executive at L’Oréal, where he was a member of the Worldwide Executive Committee for the Professional Products Division (PPD). Previously, he was MD of L'Oréal PPD Canada and CEO Worldwide for Redken. He's the author of the WWII biography and documentary film, The Last Ring Home (2016) and three business books, Futureproof (FT Press ​2017), You Lead (Kogan Page 2021), both of which won heralded Business Book Awards, and Heartificial Empathy, 2nd edition. He also runs three podcasts, Minter Dialogue in English and French, and The Joy of Padel.Connect with Minter Dial:  Mydial LLP: minterdial.com X: twitter.com/mdial LinkedIn: linkedin.com/in/minterdial Facebook: facebook.com/minterdial Instagram: instagram.com/mdial Threads: threads.com/mdialBook: Heartificial Empathy, Putting Heart into Business and Artificial Intelligence (2nd Edition) DigitalProof Press 2023 Substack Newsletter: Dialogos, Fostering More Meaningful Conversations Podcasts:Minter Dialogue (in English and French)The Joy of PadelJoin the tribe, download your free guide! Discover what empathy can do for you: http://red-slice.com/business-benefits-empathy Connect with Maria: Get the podcast and book: TheEmpathyEdge.comLearn more about Maria and her work: Red-Slice.comHire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-RossTake my LinkedIn Learning Course! Leading with EmpathyLinkedIn: Maria RossInstagram: @redslicemariaX: @redsliceFacebook: Red SliceThreads: @redslicemariaGet your copy of The Empathy Dilemma here- www.theempathydilemma.comKeynote Speakers and Conference Trainers: Get your free Talkadot trial and enjoy this game changer for your speaking business! www.share.talkadot.com/mariaross

Trent Griffin-Braaf, an advocate for the hiring of formerly incarcerated individuals, dives into the transformative power of inclusion in the workplace. He busts myths surrounding returning citizens, sharing inspiring success stories that highlight their potential. Trent emphasizes the crucial role of transportation, education, and mental health in aiding reintegration. He discusses how businesses can support this untapped talent pool through tailored programs, mentorship, and empathy, ultimately benefiting both organizations and communities.

Benevolent cyborgs. Not a phrase you hear often these days. With all the hand-wringing and media fear-mongering about AI and new technologies, we seem to have lost the bigger vision of how technology can improve our lives. That's why today, I'm speaking with Dr. Cori Lathan, a techno-optimist who believes technology can be used to build empathy and connection. Today we discuss how Star Wars and a very creative 2nd grade teacher sparked her journey into innovation and invention, how technology is being used to build empathy and connection, why empathy makes a better design team, and the future of human-machine interaction.  To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com Key Takeaways:Technology can be a tool to help children achieve developmental milestones and build empathy. The media will give the negative side of AI and technology because it gets better views and clicks. But great things are happening with technology that is helping to create a beautiful future. Designing tech is about more than what happens behind the computer screen. It is about understanding the user experience and what it means for your end user. "We are creating the future, someone isn’t doing it for us. We can create the future we want to see. We can choose the direction it goes." —  Dr. Cori Lathan Episode References: Dr. Cori Lathan's Book: Inventing the Future, Stories from a Techno-Optimist: https://inventthefuture.tech/Dr. Cori Lathan's TEDx Talk: Innovation, Empathy, and the Future of Human-Machine Interaction:  https://www.youtube.com/watch?v=FnV6QDhwvhkThe Empathy Edge Podcast: Ron Gura: How Technology Helps People Navigate GriefBrand Story Breakthrough course to help you craft a clear, compelling brand story - includes weekly office hours with Maria!About Corinna Lathan + Founder and Former Board Chair and CEODr. Corinna Lathan is a technology entrepreneur who has developed robots for kids with disabilities, virtual reality technology for the space station, and wearable sensors for training surgeons and soldiers. She is a global thought leader in the relationship between technology and human performance and believes in a future of benevolent cyborgs! Dr. Lathan is Co-Founder of AnthroTronix, Inc., a biomedical engineering company focused on brain health, which she led for 23 years as Board Chair. and CEO. She developed one of the first FDA-cleared digital health platforms winning a prestigious Gold Edison Award.  She was named a Woman to Watch by Disruptive Women in Health Care, a Technology Pioneer, and a Young Global Leader by the World Economic Forum. She also Chaired the Forum’s Councils on Artificial Intelligence and Robotics, and Human Enhancement and Longevity. Dr. Lathan has been featured in Forbes, Time, and the New Yorker magazines and her work has led to such distinctions as MIT Technology Review Magazine’s “Top 100 World Innovators,” and one of Fast Company Magazines “Most Creative People in Business.” Dr. Lathan received her B.A. in Biopsychology and Mathematics from Swarthmore College, an M.S. in Aeronautics and Astronautics, and a Ph.D. in Neuroscience from M.I.T.Connect with Dr. Cori Lathan:  AnthroTronix: www.atinc.com Twitter: twitter.com/clathan LinkedIn: linkedin.com/in/clathan Instagram: instagram.com/drcoril Join the tribe, download your free guide! Discover what empathy can do for you: http://red-slice.com/business-benefits-empathy Connect with Maria: Get the podcast and book: TheEmpathyEdge.comLearn more about Maria and her work: Red-Slice.comHire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-RossTake my LinkedIn Learning Course! Leading with EmpathyLinkedIn: Maria RossInstagram: @redslicemariaX: @redsliceFacebook: Red SliceThreads: @redslicemariaGet your copy of The Empathy Dilemma here- www.theempathydilemma.comKeynote Speakers and Conference Trainers: Get your free Talkadot trial and enjoy this game changer for your speaking business! www.share.talkadot.com/mariaross

Welcome the final Hot Take of 2023! In this final Hot Take of the year, I'll share a bit about how to find joy in what can feel like a dark, bleak time in the world and what empathy calls us to be for others. And I share an anecdote from my 9-year-old son that prompted me to think about how some leaders are being a bit lazy when it comes to reaping the benefits of empathetic cultures.Have a wonderful holiday season and here's to more empathy, joy, and peace in our world in 2024!To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com Key Takeaways:Empathy needs to be woven into the way we interact with each other, it cannot be outsourced to HR as the one person for empathy. Seek out ways to find ways to bring empathy, kindness, and joy into your own home, work, and community this holiday season and beyond. 2024 promises us another chance to engage, connect, and love. Let’s use it for those purposes and make creating genuine relationships one of our goals for the new year. "The point of empathetic leadership is that your team members know that YOU, their leader, have their backs, and see, hear, and value them." —  Maria Ross Brand Story Breakthrough course to help you craft a clear, compelling brand story  - includes weekly office hours with Maria!Join the tribe, download your free guide! Discover what empathy can do for you: http://red-slice.com/business-benefits-empathy Connect with Maria: Get the podcast and book: TheEmpathyEdge.comLearn more about Maria and her work: Red-Slice.comHire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-RossTake my LinkedIn Learning Course! Leading with EmpathyLinkedIn: Maria RossInstagram: @redslicemariaX: @redsliceFacebook: Red SliceThreads: @redslicemariaGet your copy of The Empathy Dilemma here- www.theempathydilemma.com

Katharine Manning, an expert on trauma's impact on individuals and organizations, dives into how trauma influences workplace dynamics. She emphasizes that trauma affects everyone differently and highlights the importance of fostering a supportive environment. Katharine shares five steps for leaders to recognize and respond to trauma in colleagues, stressing that understanding and empathy can enhance team performance and engagement. Her insights underscore the need for a trauma-informed workplace culture that values trust and emotional health.

John Southard is a military historian with over a decade of research on customer engagement strategies. In this conversation, he reveals how military principles can transform customer relations. Southard emphasizes the dangers of seeing customers as adversaries and the loss of revenue due to a lack of empathy. He discusses hiring practices that impact retention, the importance of community-building, and the need for open dialogue to understand customer needs deeply. He offers a practical empathy framework for businesses to enhance engagement and build lasting relationships.

Sarah R. Moore, a parenting coach and founder of Dandelion Seeds Positive Parenting, shares innovative insights from her book 'Peaceful Discipline.' She highlights the critical connection between empathy in parenting and effective leadership. Sarah discusses the importance of emotional safety in both children and teams, advocating for compassionate approaches over punitive measures. She also emphasizes vulnerability and open communication as keys to building trust, illustrating how negotiation skills from corporate life can enhance parenting strategies.

Your customer is the lifeblood of your company. We hear this over and over again. Yet, companies don't do a great job of crafting a customer experience that actually meets our needs, values our time, and helps us achieve our goals. Customer experience is all the rage - why do so many companies get it wrong?Today, Aransas Savas and I discuss the myths of customer experience strategy: where companies go wrong in aligning the entire business around the customer's experience and why those end-of-call automated surveys just give you useless data. She shares her own experiences with brands on creating shifts in how the company views customer needs. Aransas shares the concept of "Jobs to Be Done" as a useful way to segment what customers need from you, why journey mapping and Net Promoter Scores don't give you a holistic picture of customer experience, and why it's far more useful to consider modes instead. We discuss how measuring Time Well Spent, Time Well Invested, and Time Well Saved helps both B2C and B2B brands more effectively understand what customers perceive as valuable. Finally, she shares the important highlights from Stone Mantel's recent 2023 Customer Experience Trends Report. To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com Key Takeaways:Customers are not robots - they will not likely follow the journeys you lay out in an idealized situation. You need to consider the customer every step of the way. The wrong questions are being asked during traditional data collection - as we change the questions and how they’re being asked, you will be able to gather more valuable data to move forward in understanding your customer’s experience. While AI can help to identify trends, it does still require a human touch to interpret the data for best use. Having a company purpose does not mean you understand your customer’s purpose.  "There’s a functional job to be done, and there's an emotional, social, and  aspirational job. If I can understand what all four of those are, I create a much more valuable product than if my product experience is strictly based on the functional job to be done." —  Aransas SavasAbout Aransas Savas, Coach & Experience DesignerAransas Savas is a coach, an experience designer at Stone Mantel, and the co-host of the Experience Strategy Podcast.  Drawing on over two decades of experience, Aransas combines behavioral science and coaching to partner with experience strategists at leading consumer brands, including Weight Watchers, Best Buy, Truist Bank, and Clayton Homes to create meaningful, and often, transformative, customer journeys.Based in Brooklyn, she is a 20-time marathoner, a wife to a newscaster, and a mother to a 200-year-old sourdough culture, a fluffy pup, and two spirited, creative girls.References: Stone Mantel's 2023 Experience Strategy Trends Report80-page report of the latest must-know Experience Strategy Trends for 2023, a deep analysis of cultural and customer trends based on insights collected from more than 3,200 customers and over 200 experience strategists over the course of 20 months.The Empathy Edge Podcast, Melina Palmer: Why Your Customers Can't Tell You What They WantConnect with Aransas SavasStone Mantel: https://www.stonemantel.co/ LinkedIn: https://www.linkedin.com/in/aransassavas/ Instagram: https://www.instagram.com/aransasrose/Podcast: The Experience Strategy PodcastJoin the tribe, download your free guide! Discover what empathy can do for you: http://red-slice.com/business-benefits-empathy Connect with Maria:Get the podcast and book: TheEmpathyEdge.comLearn more about Maria and her work: Red-Slice.comHire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-RossTake my LinkedIn Learning Course! Leading with EmpathyLinkedIn: Maria RossInstagram: @redslicemariaX: @redsliceFacebook: Red SliceThreads: @redslicemariaGet your copy of The Empathy Dilemma here- www.theempathydilemma.comKeynote Speakers and Conference Trainers: Get your free Talkadot trial and enjoy this game changer for your speaking business! www.share.talkadot.com/mariaross

The reports are in. Unless you've been living under a rock, you are hearing more and and more about how having an attitude of gratitude enhances our lives - and our performance. In this November Hot Take episode, Maria shares about how embracing gratitude will not only strengthen your empathy, but how it can help you to improve your life. To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com Key Takeaways:Despite the misinformation surrounding the Thanksgiving season, it is so valuable to step back and be thankful for what we do have. Pausing is essential to building empathy - it allows us to see, hear, and notice them in a way we can’t when we are always rushing about. Going fast makes us less productive and less effective  - by slowing down we are able to have more of an impact than we realize. "Steadying yourself to think about what you can be grateful for enables you to slow down enough to notice who and what is around you." —  Maria Ross References Mentioned: Studies on gratitude: Emotional Intelligence and Gratitude, Wharton HealthcareMindful: How to Practice GratitudeThe Empathy Edge interviews:Paul Marobella: Leading Through CrisisChris L. Johnson: When Leaders Pause, They WinBrand Story Breakthrough course to help you craft a clear, compelling brand story  - includes weekly office hours with Maria!Join the tribe, download your free guide! Discover what empathy can do for you: http://red-slice.com/business-benefits-empathy Connect with Maria: Get the podcast and book: TheEmpathyEdge.comLearn more about Maria and her work: Red-Slice.comHire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-RossTake my LinkedIn Learning Course! Leading with EmpathyLinkedIn: Maria RossInstagram: @redslicemariaX: @redsliceFacebook: Red SliceThreads: @redslicemariaGet your copy of The Empathy Dilemma here- www.theempathydilemma.com

When we think of making big asks that will catalyze us into a new role, more funding, or higher pay, we tend to ask small for fear of hearing a dreaded NO. But today's guest, Dia Bondi, explains the role empathy plays in making big asks - and why you actually want to reframe the value of getting a YES by actively seeking out the NO so you can achieve your goals.Today, Dia shares her incredible journey of working with high-profile leaders and then making the decision to go to auctioneering school. She talks about the mental models of auctioneering and how they can help us reframe our asks in a way that gets us closer to our goals. We talk about her 6-step framework for building your ask, how to step into your zone of freaking out and see it as your zone of potential, why we need to "order off the menu" more, and how we make the mistake of conflating worth and worthiness.  Her work has personally benefited my life and business and I know it will do the same for you. To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com Key Takeaways:The ask isn’t about one person - it is something that should be mutually beneficial to both parties. The zone between the “yes” and the guaranteed “no” is a world of possibilities. If you ask for the “no” and then work down, you might get more than you ever thought possible. Find out if the person you’re speaking with is the decision maker - if they are not, offer support and tools that might help them advocate more easily on your behalf.  "We can ask for the thing we think will get us a ‘no’, and then negotiate down. Then you'll know you've not left any money or opportunity on the table. —  Dia Bondi Episode References: Elisa Camahort Page's substack This Week-ish: 2% of venture capital goes to solely women-founded start-ups. Same as in 2007About Dia Bondi, Communications Catalyst & Author, Ask Like An AuctioneerDia Bondi is a Communications Catalyst for high-impact people. In her private coaching and programs, she works with professional C-level leaders, VC-backed founders and ambitious professionals guiding, helping them find their voice and lead with it. Her workshops and talks are hosted by corporations including Quartz, Salesforce, Google’s X.team, and Dropbox. In global sport, she helped Rio de Janeiro secure the 2016 Summer Olympics. After attending auctioneering school for fun, she translated the techniques she learned into a program that prepares ambitious professionals and especially women, to ask for more and leave nothing on the table called Ask Like an Auctioneer. She’s been featured on CNBC Make It, Forbes and Fast Company. Her book, Ask Like an Auctioneer, will be published in 2023. Listen to her podcast Lead With Who You Are.Connect with Dia Bondi Dia Bondi Communications LLC: https://www.diabondi.com X: https://twitter.com/diabondia LinkedIn: https://www.linkedin.com/in/dia-bondi/ Facebook: https://www.facebook.com/diabondia Instagram: https://www.instagram.com/diabondia/ Ask Like An Auctioneer: https://www.asklikeanauctioneer.com Purchase the book:  https://www.amazon.com/Ask-Like-Auctioneer-How-More/dp/1637744129/ref=sr_1_1 Lead with Who You Are podcast: https://www.diabondi.com/podcastDia's TEDx Talk: https://www.youtube.com/watch?v=mFtHKTgyjyUJoin the tribe, download your free guide! Discover what empathy can do for you: http://red-slice.com/business-benefits-empathy Connect with Maria: Get the podcast and book: TheEmpathyEdge.comLearn more about Maria and her work: Red-Slice.comHire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-RossTake my LinkedIn Learning Course! Leading with EmpathyLinkedIn: Maria RossInstagram: @redslicemariaX: @redsliceFacebook: Red SliceThreads: @redslicemariaGet your copy of The Empathy Dilemma here- www.theempathydilemma.comKeynote Speakers and Conference Trainers: Get your free Talkadot trial and enjoy this game changer for your speaking business! www.share.talkadot.com/mariaross