Beyond Technical: The Skills That Will Define Careers in the AI Era

As artificial intelligence (AI) continues to revolutionize industries at an unprecedented pace, the conversation is no longer about whether AI will impact our lives but how we, as humans, can adapt and thrive alongside it.

This was the central theme of Session 205: Beyond Technical: The Skills That Will Define Careers in the AI Era, led by Jamie Schroder, Director of Global Training Delivery at ServiceNow, during HDI Service & Support World 2026.

With over 30 years of experience in learning, development, and leadership, Jamie shared invaluable insights on the evolving role of humans in an AI-driven world.

AI: The Eager Intern That Needs Guidance

AI is often misunderstood as a replacement for human effort, but a more accurate analogy is that of an eager intern. It’s fast, resourceful, and willing to take on tasks, but it lacks the judgment, empathy, and context that only humans can provide. As Jamie Schroder, Director of Global Training Delivery at ServiceNow, aptly put it, “AI doesn’t know what you mean unless you tell it in detail.” This highlights the importance of human oversight in ensuring AI delivers meaningful results.

The key to thriving in an AI-driven world lies in understanding its limitations and using it as a tool to enhance, not replace, human capabilities. For example, while AI can generate ideas or perform research, it’s up to humans to refine those ideas, provide context, and ensure they align with the needs of the audience or organization.

The Evolution of Work: Lessons from the Past

The story of bank tellers offers a valuable lesson in how technology transforms roles rather than eliminating them outright. When ATMs were introduced in the 1970s, many predicted the end of teller jobs. Instead, the role evolved to focus on relationship-building and financial advising. However, with the advent of mobile banking, the landscape shifted again, reducing the number of teller roles but creating new opportunities for those who adapted.

This pattern underscores a critical point: Routine tasks are often the first to be automated, but this shift creates space for more complex, human-centric roles. The same is true today as AI takes over repetitive tasks like tier-one support and knowledge management. The challenge—and opportunity—lies in adapting to these changes by honing skills that machines cannot replicate.

The Skills That Set Humans Apart

As AI becomes more integrated into the workplace, certain human skills will become increasingly valuable. These include:

1. Critical Thinking and Analytical Skills

AI can process vast amounts of data, but it’s up to humans to interpret, question, and refine that information. Developing critical thinking skills allows individuals to identify gaps, challenge assumptions, and make informed decisions.

2. Empathy and Emotional Intelligence

Unlike AI, humans can read nonverbal cues, understand emotions, and build trust. These skills are essential in roles that require personal interaction, problem-solving, and leadership.

3. Communication Across Audiences

The ability to articulate complex ideas in a way that resonates with different stakeholders is a critical skill. For example, technical experts must learn to communicate the business value of AI solutions to executives—a skill that requires both clarity and empathy.

4. Curiosity and a Growth Mindset

Adapting to change requires a willingness to learn and explore. A growth mindset—characterized by curiosity and openness to new ideas—enables individuals to embrace challenges and continuously improve.

5. Systems Thinking

Understanding how different components of a system interact is vital for making informed decisions. This skill helps individuals see the bigger picture and anticipate the ripple effects of changes within an organization.

Embracing the Human Connection

As technology advances, the demand for human connection will only grow. People want personalized experiences, whether in training, customer interactions, or leadership. This is where humans have a distinct advantage. By focusing on empathy, creativity, and relationship-building, we can create value in ways that machines cannot.

For organizations, this means investing in training programs that prioritize human skills alongside technical proficiency. It also means fostering a culture of adaptability, where employees are encouraged to experiment with AI tools, provide feedback, and contribute to shaping how these tools are used.

Final Thoughts: Preparing for the Future

The rise of AI is not a threat but an invitation to rethink how we work and what we value. By embracing uniquely human skills—critical thinking, empathy, communication, and adaptability—we can ensure that technology enhances our lives rather than diminishes our roles.

As Jamie Schroder wisely noted, “AI is not going back in the box.” The future belongs to those who can balance technological proficiency with the timeless qualities that make us human. The question is not whether we will use AI, but how we will use it to complement our strengths and create a better, more connected world.

Key Takeaways for Leaders and Professionals

1. View AI as a tool, not a replacement, and focus on how it can enhance human capabilities.
2. Invest in developing critical thinking, empathy, and communication skills within your teams.
3. Encourage curiosity and experimentation with AI tools to build confidence and adaptability.
4. Foster a culture of collaboration, where employees feel empowered to provide feedback and shape the use of AI in the workplace.

By focusing on these principles, we can navigate the challenges of the AI era and unlock its full potential for human progress.