Despite the growing significance of Artificial intelligence (AI) in the workplace, Samad Masood, associate vice president at Infosys Knowledge Institute, says it’s time the focus shifts from AI itself to its implications for people.
During a recent CHRO South Africa Community Conversation, associate vice president at Infosys Knowledge Institute, emphasised that organisations must not only consider AI’s impact, but more importantly, how to structure their human resources to fully harness the potential of this transformative technology.
“We’re at the dawn of an AI era,” he said, likening this moment to the internet revolution of the late 1990s.
He added that businesses today should prepare for a shift from digital operating models towards those specifically designed for AI. “While many organisations may still find the specifics of this shift unclear, HR will play an essential role in developing effective AI-driven models.”
The changing landscape of work and AI’s influence
Looking back at the past five years, Samad highlighted the pandemic’s role in accelerating remote work and embedding hybrid models that now appear likely to endure. “The pandemic compelled businesses globally to reconsider traditional workplace structures, with many employees preferring remote or hybrid work arrangements. According to recent research by Infosys, nearly 60 percent of employees currently work flexibly, and 73 percent expect this flexibility to continue expanding over the coming years.So it is safe to say the future of work is not about working from home or in the office. It's about having the flexibility to work effectively wherever, whenever and however you choose.”
Naeem Timol, HR executive at Pedros Flame Grilled Chicken, shared some of his thoughts, “In the QSR industry, being on the ground is essential for success. However, we are exploring AI-driven solutions to create a new level of flexibility and boost efficiency specifically when it comes to rostering. While technology holds significant promise, introducing it effectively requires dedicated resources.”
Hybrid working and retention
During his presentation, Samad outlined the numerous benefits of hybrid working for talent attraction and retention.
Referring to the earlier mentioned Infosys research, which surveyed over 2,000 respondents across the US and Europe, Samad said it was found that companies offering remote and hybrid work cited an ability to attract top talent, increase retention and access a broader talent pool as key motivations. In addition, organisations with higher retention rates were found to be almost 20 percent more likely to experience revenue and profit growth than those with lower retention.
“Sixty-five percent of executives interviewed say they use this strategy to attract or retain employees. In fact, companies that increased retention in the two years leading up to 2022 were almost a fifth more likely to have grown revenue and profits,” he noted.
However, he added that flexible working’s benefits extend beyond the typical white-collar office setting. Contrary to popular belief, flexible working is not limited to corporate roles. Employees across sectors – whether working in branches, in the field, or from specialist facilities – are increasingly expecting and utilising flexibility. Approximately 38 percent of surveyed employees either work remotely or are based in the field, while only a fifth operate from a traditional office.
Given this distributed workforce, digital platforms have become the primary mode of employee engagement. Samad explained that digital tools such as IT service management systems and organisational network analysis are now pivotal for effective communication, feedback and team collaboration.
He explained, “We have found that service management platforms – originally developed for IT support – are becoming essential engagement tools, helping managers monitor employee activities, identify bottlenecks and personalise support. These tools also play a critical role in onboarding and training.
“Pre-pandemic, in-person interviews and orientations dominated onboarding processes, but virtual onboarding now accounts for a significant share of this activity. For many organisations, this shift has improved efficiency and allowed them to adopt a more holistic view of their workforce, utilising data insights to personalise employee experiences.”
Samad emphasised that the future of HR lies in further automation and modernisation. According to Infosys’s findings, he said, organisations are increasingly investing in automating processes and integrating advanced technologies to improve productivity and employee engagement. Metrics that matter most to organisations – such as employee satisfaction, retention and productivity – are particularly valued by companies adopting remote and hybrid working practices.
Agreeing to this, Nolo Thobejane, chief people and transformation officer at KFC added, “I find that what we need to do is to build a culture of adaptability, as change is constant. Adaptability and resilience is key.”
Samad expanded that the overlap and opportunity is clear: “By improving the digital access and experience of benefits platforms and services, employers can supercharge the attractiveness of their organisations to employees. Human-centric companies are able to offer employee experience and benefits that are relevant to their employees’ goals and challenges.”
Closing off the discussion, Samad said to the audience, for businesses to thrive in this AI-driven era, embracing flexible working, investing in digital engagement tools and committing to automation will be essential.
“Engaging employees in a changing environment can be challenging, but digital tools offer a way to simplify work and amplify effectiveness as well as convenience.
