It’s easy to forget, amid the steady hum of Teams calls and the seamless automation of tasks, that the heart of any business remains deeply human. A casual chat by the coffee machine, a spontaneous question from a new hire, a shared laugh over a colleague’s pet photo – these seemingly minor moments are where collaboration takes root and innovation begins. They are the glue that binds individuals into teams, fostering trust, creativity, and mutual understanding.
And yet, as artificial intelligence continues to redefine the workplace, we risk losing touch with the very interactions that underpin effective teams and resilient organisations. When connection is treated as a secondary concern, we jeopardise not just employee satisfaction, but also long-term organizational performance.
AI as an Enabler, Not a Substitute
There’s no denying the value AI brings. In HR alone, it’s streamlining recruitment, optimising feedback systems, and simplifying data-heavy processes. Gartner forecasts that by 2027, a quarter of all professional roles will be AI-augmented. Automation can reduce inefficiencies and uncover insights in ways that humans alone cannot. But progress should not come at the expense of connection.
Yes, technology excels at executing tasks, but it does not coach a struggling team member, sense hesitation in a colleague’s voice, or offer a guiding perspective over lunch. If we lean too heavily on automation, we risk eroding the social fabric that sustains high-functioning workplaces. The subtle, emotional cues that build trust and cohesion cannot be programmed.
The goal must be to use AI to free up time for more meaningful work, not to eliminate the moments where trust, empathy, and mentorship flourish. Rather than replacing human interaction, technology should enable us to invest more in it.
The Critical Role of Presence
While AI can help accelerate knowledge transfer, it cannot teach the nuance of client relationships, the art of difficult conversations, or the confidence that comes from real-time feedback. These are skills learned through experience – observing, shadowing, and reflecting alongside more seasoned colleagues. They require human presence, emotional intelligence, and a deep understanding of context, which are all qualities that no algorithm can truly replicate.
PwC Chairman Kevin Ellis puts it plainly: increased freedom demands more coaching. Technology may simulate years of knowledge, but it can’t replicate the growth that happens in the unstructured space between tasks…the corridor chats, post-meeting debriefs, and informal catchups that shape future leaders.
This is especially true for early-career employees, for whom these moments of informal learning and inclusion are deeply formative. Without them, we risk leaving new hires adrift, disconnected from both culture and guidance.
Designing Office Time with Intent
That doesn’t mean discarding the benefits of hybrid work. A 2024 Gallup report confirms that the majority of remote-capable employees now expect flexibility. Work-life balance has improved, and for many, focused tasks are best done from home. But for office time to remain relevant, it must serve a purpose.
Leaders need to create environments where collaboration and culture thrive. That means rethinking how we use physical space: encouraging shared learning, hosting interactive meetings, and cultivating areas where casual conversations can naturally occur. Designing with intent means recognising that the office is not just a location, but a catalyst for connection and belonging. A well-designed office isn’t just a place to work – it’s a space to connect, learn, and grow together.
Trust and the Human Element
Trust remains the bedrock of team performance. MIT Sloan research shows that high-trust teams are not only more productive but also significantly more engaged.
This is why the human element in HR (and across leadership) matters more than ever. Employees need to feel seen, heard, and supported. When every query is routed through a chatbot or portal, we risk dehumanising the workplace experience. The result? Declining trust, reduced engagement, and ultimately, lower performance.
Being physically present isn’t about surveillance, it’s about support. It’s about showing up when it matters and building a culture where people feel that they truly belong. It signals commitment, creates psychological safety, and reminds us all that people – not just productivity – are at the heart of business.
Human Connection as a Strategic Priority
Ultimately, the future of work won’t be defined by AI or hybrid models alone – it will be shaped by how well we balance technology with humanity. That means using digital tools to support, not supplant, the relationships that drive business forward.
In a world of increasing automation, the organisations that succeed will be those that keep people at the centre by designing office experiences worth showing up for, fostering cultures of trust, and never underestimating the power of a shared idea over a cup of coffee.
