The Human Advantage – Designing Employee Experience in the AI Enterprise

Employees expect faster, more personalized support while organizations are under pressure to deliver efficiency at scale. AI promises both. But many HR leaders are finding that automation alone isn’t improving the employee experience. As AI becomes embedded across HR service delivery, CHROs face a critical challenge: how do you modernize operations without eroding trust, engagement, and the human connection employees still value?

New joint research from Conduent and Mercer highlights a growing disconnect between employee expectations and HR delivery. While 78% of employees say HR significantly shapes their overall company experience — and 79% link that experience to loyalty — many organizations are struggling to translate investment in technology into measurable experience gains.

In this session, we’ll explore how leading organizations are closing that gap:  rethinking where AI creates value, where human interaction matters most, and how to strike the right balance between what should be automated and what should remain distinctly human.

You’ll gain practical insights on how to:

• Close experience gaps that undermine trust, engagement, and retention
• Identify where AI and automation enhance service and where human support is essential
• Prioritize investments that improve experience while driving operational performance
• Rethink how success is measured as HR service models evolve
• Build the capabilities, operating models, and leadership approaches required for what’s next

Whether you’re evaluating AI-enabled HR initiatives or scaling existing programs, this session will help you move from experimentation to execution — designing HR experiences employees value and organizations can sustain.