As artificial intelligence (AI) continues to reshape the workplace, a people-first strategy is emerging as critical to long-term organisational success. In a recent interview with iTNews Asia, Simon Ma, Managing Director at Freshworks, emphasized that effective AI adoption hinges not only on technical capabilities but on building a culture that empowers employees and aligns with real human needs.
Ma defined a people-first approach as treating AI not as a replacement, but as a co-pilot to human talent. He stressed the importance of integrating AI in ways that support meaningful work and boost both employee and customer experiences. Key enablers include:
- Practical, low-barrier AI tools that are simple, cost-effective, and deliver immediate impact
- A strong feedback loop where frontline teams actively shape how AI agents evolve
- Personalized outcomes for both internal workflows and external customer interactions
Ma also noted that Gen Z employees are frequently ahead of formal policy in exploring AI tools, signaling a grassroots push for adoption. However, he cautioned that many teams still face “comfort gaps” and lack clear AI usage guidelines—particularly those closest to customer-facing operations.
Looking ahead, Ma envisions AI becoming an “invisible layer” across workflows, quietly enhancing decision-making and collaboration. But for that future to materialize, organisations must prioritize change management, training, and cross-functional leadership. Without empathy and communication, even the most innovative AI agent will struggle to gain traction.
Ultimately, Ma argues that the true potential of AI lies in how it enables people—not processes. Companies that design AI strategies around human empowerment, experimentation, and trust will be better positioned to unlock lasting business value and employee engagement in the evolving digital workplace.
Source:
https://www.itnews.asia/news/a-people-first-approach-to-ai-is-key-to-organisational-success-619096
