Empathy Isn't Programmable: Building a Human-Centric Workplace

BY Christopher O'Keeffe | March 12, 2025

When Rob Thompson, executive director at Birkman called up a hotel recently, he had a simple request for the concierge named Andrew: directions to self-parking. After following Andrew's instructions only to find the garage closed, Thompson then posed an unexpected question to the concierge, “Andrew, can you love someone more than you love yourself?”

“That’s a uniquely human experience,” replied Andrew, confirming Thompson’s suspicions. He was speaking with an artificial intelligence agent so convincing that most callers wouldn’t be able to distinguish it from a human employee.

In the rush to adopt artificial intelligence, companies are increasingly blurring the line between AI capability and human understanding. While AI tools demonstrate impressive abilities to analyze data and mimic human interaction, they fundamentally lack the experiential awareness that defines human emotion and feeling. “This is really the introduction of one of your new peers, someone that you may be working with day in and day out,” said Thompson during a thought leadership spotlight at From Day One’s Houston conference. 

At Birkman, a company specializing in behavioral assessment tools used by Fortune 500 companies to improve team dynamics, Thompson has observed the rapid integration of AI across corporations. He spoke about how we got here, and what we can do to create a more human-centric environment.

As AI use increases, Thompson says that leaders must counterbalance this technological revolution by doubling down on human-centered management approaches; a perspective gaining traction among workplace strategists navigating rapid AI transformation. “We have two choices. One is we have to embrace AI, that train has left the station. The other piece is improving the employee experience with AI,” he said. “As my mom used to tell me, ‘Robert, control what you can control.’”

There are five key trends reshaping today's workplace: AI tools replacing human interactions; a surge in early retirements following the pandemic; significant workforce shrinkage amid declining birth rates; younger employees prioritizing purpose over paychecks; and companies recognizing that strong cultures drive financial results, says Thompson.

This convergence of trends has companies racing to retain talent while balancing technological efficiency with human needs. His approach marks a sharp break from traditional management philosophies that treat employees as data points. “I cringe whenever a leader says to me, ‘We have 10,000 employees, we have to reduce our head count by 500 FTEs,’” he said, referring to full-time equivalents. “They are just a number on the page. That is how a lot of companies view employees,” he said. 

Birkman’s methodology, says Thompson, takes a holistic view, assessing workers across four dimensions—physical, emotional, spiritual, and intellectual. This "whole person" approach uncovers behavioral patterns, stress responses, and the conditions that enable employees to thrive. He pointed to his own team as an example of complementary behavioral styles working in harmony. One colleague shows care through attentive listening, another through casual banter, and a third by maintaining organizational alignment.

Rob Thompson of Birkman International led the thought leadership spoltight titled, "Empowering Tomorrow: Building a Human-Centric Workplace"

“World class organizations really slow down and focus on the investment before results. It takes time, money, and effort to really generate the results we’re looking for.” This investment begins with a sincere interest in employees as individuals. For busy executives, taking the time to understand their people might seem inefficient, but Mr. Thompson insists it's essential for building resilient organizations. He advises replacing perfunctory hallway greetings with more meaningful conversations.

Thompson’s emphasis on meaningful workplace interactions echoes broader research on psychological safety in organizations. “The ability to speak up and speak your mind without fear of retribution is a huge driver in organizations,” he said. This environment, according to workplace experts, doesn’t just improve culture, it directly enhances organizational performance and financial outcomes.

As AI capabilities expand, the most successful organizations may be those that strategically deploy technology while simultaneously deepening human connections. “As you’re building that culture, it’s getting to know the whole person at a different level that’s going to help your organization and your team succeed.” 

Editor's note: From Day One thanks our partner, Birkman, for sponsoring this thought leadership spotlight. 

Chris O’Keeffe is a freelance writer with experience across industries. As the founder and creative director of OK Creative: The Language Agency, he has led strategy and storytelling for organizations like MIT, Amazon, and Cirque du Soleil, bringing their stories to life through established and emerging media. 

(Photos by Annie Mulligan for From Day One)

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