It’s a pressing question, with generative AI transforming and threatening so many professions while bringing countless opportunities and benefits. So, how will communicators make themselves indispensable in a world of constant change and growing digitisation?

According to Jen, it’s by harnessing a skill that generative AI can’t yet compete with: our humanity and empathy.

She comments: “A lot has changed in the last five years in terms of how we work and how we connect within our organisations and with each other.

“There’s a lot of fear and uncertainty, but there’s also a massive opportunity, because it’s never been more important to help people to feel aligned, to build trust and to help people feel connected, so that they can reach their potential and be productive.

“Employees demand that their communications are honest and real in unreal times – something that we heard loud and clear in the findings of our 2025 IC Index.”

According to Jen, achieving humanity in internal communication is essential to change cultures and unite people behind organizational goals.

“Empathy in communications is far from a soft, fluffy, nice to have skill,” she says. “If organisations want to be successful financially, they must sustain trust and enable strategic alignment. They will only do so by driving their values, identity and connections.

“Communicating with humanity can literally be the difference between success and failure.”

Hear Jen’s full thoughts on this issue, including how communicators can rise to the challenge of winning leadership buy-in and coach leaders on communicating with empathy, by viewing the webinar recording here.