AI agent adoption is projected to increase by over 300 percent within the next two years, transforming leadership dynamics. CEOs will manage a workforce that combines both humans and AI agents, empowering organizations to meet business objectives more effectively.

Integrating AI agents into daily operations can streamline many tasks, especially in areas such as scheduling, customer inquiries, transactions, and data analysis. For instance, Salesforce organizes an Agentforce Learning Day to help employees incorporate AI tools into their routines. According to Jenny Simmons, VP of onboarding and employee learning at Salesforce, the goal is to enhance human capacity and evolve job functions.

Adding AI requires distinct processes. Unlike human onboarding, AI agents necessitate configuring data, workflows, and contextual information for optimal performance. Precise task definitions are crucial, as AI relies on explicit parameters. Technologies like Agentforce’s Agent Script language empower users to implement logical operations, enhancing predictability during critical tasks such as refunds or compliance.

Omnichannel support is another vital application. With products like Agentforce Voice, real-time transcription and swift human handoffs ensure a seamless customer experience across various platforms. Effective monitoring of AI performance is essential, utilizing tools such as Agentforce Observability to track metrics like error rates and compliance.

To maximize the potential of a blended workforce, leaders must hone their managerial skills, focusing on communication, technical fluency, and effective workforce orchestration. Ethical considerations also play a role, as leaders must determine appropriate AI utilization to ensure human oversight where needed.

In this blended workforce era, leadership requires incorporating AI as a tool that amplifies human talent, encouraging employees to see themselves as co-creators in this digital transformation, ultimately reinforcing AI as a vital business ally.

Phenom Enterprise Cloud has launched Lexy Digital Consultants for People Operations, a groundbreaking suite of AI-driven agents designed to transform organizational employee operations. This innovative offering includes a variety of specialized agents such as Lexy Recruiter, Lexy Data Analyzer, Lexy Vibe Manager, and Lexy Learning Specialist, all focused on enhancing the employee experience.

Lexy Recruiter streamlines the hiring process by intelligently sourcing and screening candidates, significantly improving both recruiter productivity and candidate experience. The Lexy Data Analyzer ensures that data integrity is maintained within HR, swiftly identifying and rectifying errors affecting talent and learning operations. For seamless transitions during system upgrades or mergers, Lexy Data Migration employs AI to simplify data cleansing and validation processes.

One of the most valuable tools, Lexy Vibe Manager, provides real-time monitoring and sentiment analysis of employee engagement, empowering leaders to act proactively in maintaining a positive workplace culture. Furthermore, Lexy Learning Specialist personalizes training opportunities, ensuring employees receive relevant upskilling and reskilling.

By automating administrative tasks, Lexy Administrator allows HR teams to focus more on strategic initiatives instead of being bogged down by routine work. Lexy Enterprise Insights delivers predictive analytics that informs decision-making, while Lexy Support enhances employee self-service, boosting satisfaction and operational efficiency.

Overall, the Lexy agents create significant benefits, including reduced operational costs, strengthened compliance, improved employee interactions, and actionable insights for leadership. With seamless integration capabilities with major enterprise platforms like Workday and Oracle, Lexy Digital Consultants are poised to redefine the landscape of people operations in organizations.

When Darrell Ford became CHRO at UPS in 2021, he inherited a flawed HR transformation project that was significantly delayed and over budget. His initial mission was clear: to realign this transformation and modernize HR's agenda through a series of systemic changes, which included prioritizing talent strategy at the board level and establishing a new leadership development model.

Currently, one of Ford’s primary focuses is on leveraging AI to enhance HR functions. UPS, being a technology-driven company, is positioned uniquely to embrace this shift. Ford emphasizes the necessity of starting with clean data, which is vital for effective AI use. "If you don’t have clean data, AI doesn’t work," he asserts.

Ford’s strategy involves not only adopting technology but also ensuring that HR professionals are equipped with the necessary skills to thrive in an AI-enhanced environment. To prepare leaders, a Digital Fluency course has been implemented, and the training is continually updated to keep pace with technological advancements.

Key applications of AI in UPS HR include optimizing employee experience and improving managerial effectiveness while also contributing to the company’s bottom line. Ford emphasizes the need for a balanced approach to technology: enhancing HR service without sacrificing cost.

Collaboration with the IT department is crucial, with Ford spending considerable time with the chief digital officer to drive this agenda forward. He recognizes that while technology is essential for transformation, keeping employees at the forefront is vital for sustainable change.

Ultimately, Ford encourages HR leaders to maintain a proactive approach, focusing on driving business outcomes through innovative strategies tailored to their unique organizational contexts.

The Chief AI and Innovation Officer emphasizes to HR leaders the importance of advising C-suite executives on how AI influences strategic business models beyond mere prompt engineering.

AI adoption in organizations often centers on efficiency and cost reduction, but for Terence Kok, the essence lies in enhancing the human element. A prominent technology and innovation leader, Kok has spearheaded projects on smart cities and AI-driven transformations across Asia and the Middle East, connecting technical design with enterprise strategy to ensure technology delivers tangible public value. His work includes the implementation of digital twins, IoT networks, and AI-based asset management systems, utilizing multidisciplinary teams to achieve measurable outcomes.

In the lead-up to his appearance at HRO's #InteracTechAsia2026 conference, Kok shared insights on fostering human-centric AI within the workforce. He highlighted a law firm’s successful initiative that allocated 12 weeks for "dedicated GenAI learning time," using gamification elements like digital badges to boost engagement. By employing internal influencers and hosting "Tech Talks," the firm promoted a culture of continuous learning.

Kok advocates for a collaborative approach in AI implementation, urging organizations to avoid "accidental ownership" by IT and to foster partnerships among IT, HR, and Communications. An example of success is Clifford Chance, which formed a diverse 35-person transformation team focused not just on technology but also on change management. Moreover, he stresses assessing "Return on Future" alongside traditional ROI to gauge strategic investments aimed at transforming business models.

As a key takeaway from his session, Kok encourages attendees to engage with AI as a strategic tool and to cultivate leadership that can leverage AI's potential for comprehensive organizational change.