The Human Skills Revolution: How Generative AI is Elevating Empathy, Resilience, and Collaboration in Technical Teams

Introduction: From Soft Skills to Human Skills in the Age of AI

The rapid rise of generative AI is transforming not only what technical teams can achieve, but also how they work together. As automation and intelligent systems take on more routine tasks, the qualities that set high-performing engineering and technical teams apart are no longer just technical prowess or coding expertise. Instead, the most successful teams are those that excel in empathy, resilience, and collaboration—what are increasingly recognized as "human skills." At Publicis Sapient, we believe these human skills are the new differentiator in digital business transformation, especially within engineering and technical functions.

Why Human Skills Matter More Than Ever

Historically, "soft skills" were often seen as secondary to technical ability in engineering. Today, that paradigm has shifted. As Kamishwari Rao, Chief People Officer at Publicis Sapient, notes, "What we talked about in the past as soft skills, the words that are now being used are human skills. As a leader, as a manager, it is not enough for you to have soft skills like communication or presentation. What you need to have is human skills like empathy, resilience, and the ability to keep going."

This shift is not just semantic. In the age of generative AI, technical teams are being called upon to solve more complex, cross-disciplinary problems, often in environments of rapid change and uncertainty. The ability to understand client needs, adapt to new tools, and work effectively across diverse teams is now as critical as technical expertise. Empathy enables engineers to design better solutions for real-world problems. Resilience helps teams navigate the inevitable setbacks of transformation. Collaboration ensures that the best ideas—regardless of where they originate—are brought to life.

Generative AI as a Catalyst for Human Skills

Generative AI is not replacing the need for human skills; it is amplifying their importance. As AI automates repetitive tasks and accelerates workflows, engineers and technical professionals are freed to focus on higher-value, creative, and strategic work. This shift demands greater emotional intelligence, adaptability, and teamwork.

At Publicis Sapient, we see generative AI as a tool that augments human potential. For example, our proprietary platforms like PSChat and Bodhi enable technical teams to access knowledge, automate routine processes, and collaborate more effectively. But the true value is unlocked when teams use these tools to enhance—not replace—their uniquely human capabilities.

Practical Approaches to Building Human Skills in Technical Teams

1. Embedding Empathy in Engineering

Empathy is foundational to understanding user needs and building solutions that truly matter. At Publicis Sapient, we:

Integrate engineers into client conversations from the outset, ensuring they hear firsthand the challenges and aspirations of end users.
Leverage design thinking workshops that bring together cross-functional teams—including engineers, designers, and business strategists—to co-create solutions with empathy at the core.
Encourage engineers to practice active listening and seek feedback, both from clients and from colleagues in other disciplines.

2. Fostering Resilience Through Continuous Learning

Resilience is the ability to adapt, learn, and thrive amid change. In the context of generative AI, this means:

Promoting a culture of experimentation and learning—engineers are encouraged to "dive in" and use new AI tools, learning by doing and sharing insights with peers.
Providing access to upskilling and reskilling programs, including hands-on training with generative AI platforms, prompt engineering, and ethical AI practices.
Normalizing failure as part of innovation, with leaders sharing their own stories of setbacks and how they overcame them.

3. Enabling True Collaboration Across Disciplines

Collaboration is more than just working together; it’s about harnessing diverse perspectives to solve complex problems. Our approach includes:

Structuring teams to include engineering, product, experience, and data experts from the start of every project, breaking down silos and ensuring all voices are heard.
Using collaborative AI tools like PSChat, which allow for secure, real-time knowledge sharing and co-creation across global teams.
Facilitating inclusive meetings and workshops, where quieter team members are encouraged to contribute and different communication styles are respected.

Training Initiatives and Cultural Programs at Publicis Sapient

Our commitment to human skills development is embedded in our people strategy and culture:

Human Skills Training: We offer targeted programs on empathy, resilience, and collaboration, tailored for technical audiences. These include scenario-based workshops, peer coaching, and role-playing exercises.
AI Literacy and Ethics: All employees, including engineers, receive training on responsible AI use, ethical considerations, and the societal impact of technology.
Mentorship and Peer Learning: We foster a culture where experienced engineers mentor newer team members, sharing not just technical knowledge but also lessons in navigating change and building relationships.
Recognition of Human Skills: Our performance frameworks and values explicitly recognize and reward behaviors that demonstrate empathy, resilience, and collaboration.

Insights from Leaders and Practitioners

Leaders across Publicis Sapient emphasize that the "magic" of transformation is rooted in human attributes. As Sheldon Montero, Chief Product Officer, puts it, "The core DNA of what makes us special as a company and what makes us different in our delivery of work and our culture are actually very human attributes—patience and trust. Can't get more human than that."

Marius Hanganu, Managing Director and co-founder of Tremend (now part of Publicis Sapient), highlights that even in highly technical environments, empathy and understanding the psychology of change are essential: "For a transformation project to succeed, it's as much, maybe even more so, about the soft skills. It's about perception, psychology, empathy than the hard skills."

The Path Forward: Human-Centric, AI-Enabled Engineering

As generative AI continues to reshape the landscape of technical work, the most successful engineering teams will be those that embrace the human skills revolution. At Publicis Sapient, we are committed to helping our clients and our own teams develop the empathy, resilience, and collaborative mindsets needed to thrive in this new era.

By investing in human skills alongside technical excellence, organizations can unlock the full potential of generative AI—not just as a tool for efficiency, but as a catalyst for innovation, engagement, and sustainable digital transformation.

Ready to elevate your technical teams for the future of work? Connect with Publicis Sapient to learn how we can help you build a more empathetic, resilient, and collaborative engineering culture.