KPMG is implementing a pilot program for a new, human-centric model for workforce training and talent development, heavily focused on augmenting artificial intelligence (AI) with human skills necessary to thrive in the “AI era.” This shift moves away from a primary focus on technical expertise towards “durable human skills”—such as judgment, critical thinking and problem-solving, communication and collaboration, adaptability and emotional intelligence—that distinguish top performers.
In this approach, KPMG is moving towards a skills-based talent strategy, recognizing that previous job titles or academic credentials are less important than the ability to adapt to new technologies and work collaboratively in a fast-changing work environment.
KPMG has long been a leader in talent management and this new program is notable for its emphasis on the truly human skills that AI can support but not replace. At least so far. Artificial emotional intelligence has been the Holy Grail of the AI crowd for years because of the exquisitely calibrated decisions that the skills of emotional awareness, empathy, emotional understanding and emotional relationship management can produce.
For those looking to achieve the pinnacle of client service, emotional intelligence is a critical skill, and one that can be tested for. And the good news is that whatever a person’s native ability, there are ways to raise their emotional intelligence.