Why Emotional Intelligence Matters More Than Ever in the AI Era
As artificial intelligence transforms the workplace, one skill stands out as irreplaceable: emotional intelligence (EQ). Dr. Julie Fuller, CHRO of Zoetis—the world leader in animal health—believes EQ will define leadership success in the age of AI. She explains that while AI can handle tasks, human connection and teamwork become even more critical as automation grows. This insight from a Fortune 500 leader shows that EQ is the key to thriving alongside technology.
AI as a Capacity Creator, Not a Job Replacer
At Zoetis, AI is viewed as a tool to free up people for higher-value work. Fuller says, “AI replaces work, but it doesn’t necessarily replace jobs.” This mindset reduces fear and helps employees focus on creative, human-centered tasks—like building trust with customers and solving complex problems. The result: a workforce that uses AI to boost productivity while strengthening emotional connections.
How EQ and AI Work Together
- AI handles repetitive tasks—like data analysis or scheduling.
- EQ handles human needs—like giving feedback, showing empathy, and leading through change.
- Together, they create a balanced, high-performing team.
Why Leaders Must Stay Flexible in a Fast-Changing World
The planning cycle is shrinking. Fuller emphasizes that leaders need to plan directionally and react nimbly. “We’re not putting a timestamp on anything,” she says. This agility requires leaders to help their teams navigate uncertainty and stay motivated. Change management and workforce visibility are now essential skills for any manager.
Keeping Skills Fluid
HR teams must understand what skills employees have today and how jobs are evolving. Fuller calls this “keeping skills fluid.” It means investing in continuous learning and helping people adapt quickly—a core part of EQ-driven leadership.
Self-Awareness: The Foundation of Great Leadership
Fuller shares a personal story from early in her career: a mentor told her she interrupted too much in meetings. That feedback stuck and shaped her belief that self-awareness is critical. “The impact we have on others does not always align with our intent,” she says. Zoetis uses tools like 360-degree feedback and Hogan assessments to help leaders understand how they show up. Acting on feedback—not dwelling on it—builds stronger teams and faster performance.
EQ Drives Cross-Functional Collaboration
Most work at Zoetis happens across teams—R&D, manufacturing, sales, and corporate. This requires influencing without authority, clear communication, and navigating different priorities. These are all EQ skills. Zoetis measures cross-team dynamics and focuses on stakeholder communication and partnerships. Leaders who learn in real time—seeking feedback and adjusting quickly—thrive in this environment.
Managers Shape Culture Every Day
Senior leaders set the tone, but frontline managers create the daily experience of culture. At Zoetis, a clear purpose—advancing care for animals—guides every interaction. The company invests in EQ-focused development: coaching, active listening, situational leadership, and inclusive collaboration. These skills help managers build trust and keep teams engaged.
EQ Future-Proofs Leaders for the AI Era
The lesson for senior leaders is simple: succeeding with AI requires investing in both technology and human skills. Organizations that build self-aware, adaptable, emotionally intelligent leaders will navigate change faster and create cultures where people thrive. As Fuller concludes, “The human capability is going to be the differentiator.” EQ isn’t just nice to have—it’s the competitive advantage in the age of AI.
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