TELUS Digital Philippines said Monday that while technical expertise is important, employers are increasingly recognizing the power of human skills to truly drive innovation, foster strong teams and ultimately lead to a more fulfilling and productive work environment.
“We are seeing firsthand how human skills like communication, adaptability, and emotional intelligence are critical for our team members to excel in their roles and deliver exceptional work,” said Anne Muñoz, country vice president at TELUS Digital Philippines, a leading AI-powered customer experience and business process solutions provider.
“These are crucial for building high-performing teams and navigating today’s complex business landscape,” said Munoz.
TELUS Digital Philippines, rebranded from TELUS International Philippines, is a leading Philippines-based provider of digitally enabled customer experience and business process solutions. It runs seven sites in Metro Manila and two sites in Iloilo which support some of the world’s top brands.
The World Economic Forum predicts a major shift in workplace skills in the coming years. While analytical thinking and tech savviness continue to remain crucial, it’s “human” skills and socio-emotional attitudes that are poised to take center stage. It said 10 of the 16 crucial proficiencies of the 21st century are identified as non-technical.
Echoing this sentiment, Saviom, a global workforce planning solutions provider, highlights contextualized intelligence, cognitive flexibility and social and emotional intelligence as the top must-have human skills for the future.
TELUS Digital said these insights are put into practice through dedicated programs and development strategies.
By 2030, AI is expected to enhance the accessibility of information, making it easier for people to find and use what they need. Information will be even more accessible thanks to AI.
It said machines would likely still fall short in areas requiring intuition, judgment and empathy. Contextualized intelligence (CI), or the ability to synthesize information, apply judgment, and navigate complex situations with empathy, will be crucial.
“At TELUS Digital Philippines, CI is embedded in our approach to leadership development,” said Muñoz.
“For instance, while AI can streamline recruitment processes, TELUS Digital Philippines’ talent acquisition professionals, trained in CI, are still essential for assessing candidates’ cultural fit and leadership potential, ensuring alignment with organizational values and goals.”
The ability to adapt quickly and seamlessly to new information, shifting priorities, and unexpected challenges will become increasingly valuable. Cognitive flexibility, or “task switching,” is vital for thriving in dynamic environments.
“TELUS Digital Philippines emphasizes this skill through leadership programs, which prepare team members to navigate the fast-paced changes and uncertainties of modern workplaces,” said Muñoz.
“Agile project management at TELUS Digital Philippines, for example, highlights the importance of adaptability and problem-solving in managing shifting project requirements and ambiguity.”
