Conduent Inc. Unveils Insights on Human Connection in HR
1. New Study Highlights Balance of Technology and Empathy in Employee Experience
On February 17, 2026, Conduent Incorporated (Nasdaq: CNDT), a leading global technology-driven business solutions provider, released a compelling study that examines the evolving dynamics between HR teams and employees in the digital age. The research, titled *Humanizing HR: The 2026 State of Experience in the New World of Work*, reveals the critical importance of human connection amidst the ongoing modernization efforts driven by artificial intelligence (AI) and automation.
The Importance of Human Connection
The study, conducted in collaboration with Mercer, surveyed a total of 765 employees and 254 HR professionals across three markets. It delved into how employees perceive their HR interactions, particularly in an increasingly digitized workplace. Key findings suggest that employees who feel genuinely recognized and cared for by their employers demonstrate significantly higher levels of satisfaction, engagement, and commitment.
- AI with Empathy: A striking 38% of HR leaders indicated plans to leverage AI for enhancing administrative efficiency, while 35% aim to utilize it for employee self-service functionalities. Despite this technological shift, a substantial 81% of employees expressed a preference for human interactions when dealing with sensitive or complex issues, highlighting a persistent demand for empathy in HR dealings.
- Values That Matter: The study affirmed the importance of convenience (77%), competence (79%), and caring (72%) among employees, consistent with previous findings from 2023.
- Connection Fuels Loyalty: Notably, the research found that 79% of employees believe their interactions with HR directly impact their loyalty to their employer, an increase from 73% in 2023.
Navigating Digital Transformation and Employee Experience
The findings indicate a notable shift from basic digital transformation towards more advanced strategies that focus on data integration, global harmonization, and feedback mechanisms. While technology has significantly enhanced access and efficiency, the study underscores that the most impactful employee experiences stem from feeling understood and valued.
HR professionals identified several key characteristics that define effective experience delivery:
- Scalability: 59% of respondents emphasized the need for a scalable technology footprint across Human Capital Management systems.
- Intuitive Access: 51% highlighted the importance of providing employees with direct and intuitive access to information and transactions.
- Consolidated Data: 51% pointed out the necessity of having a single source of truth through consolidated enterprise data.
- Feedback Mechanisms: 48% stressed the value of closed-loop processes that collect and act on employee feedback.
Towards a Human-Centered HR Approach
Kimberly Marshall, Chief Commercial Officer at Conduent, articulated the need for HR technology to transcend mere automation and foster connections. “Employees expect HR to be efficient but also empathetic,” she stated. “Technology can elevate satisfaction, but human understanding remains essential.”
Marshall also cited the effectiveness of Conduent's intelligent assistant, Conni, which resolved 86% of online inquiries over a 90-day period, leaving only 14% for agent support. This balance between AI-driven resources and human care is crucial in promoting employee engagement, retention, and brand loyalty.
Conduent's Life@Work Connect platform exemplifies this integration, offering a suite of advanced AI capabilities that merge HR, health, retirement, and wellness data into personalized employee journeys. By simplifying everyday decisions, the platform enhances satisfaction and reduces dependency on HR team members.
Conclusion
As organizations strive to adapt to the changing landscape of work, the insights from Conduent's study are timely and vital. The emphasis on human connection, even as technology continues to advance, signifies a fundamental shift in how HR must operate in the digital age. With these findings, Conduent positions itself as a leader in guiding companies toward a more empathetic and effective HR approach, ultimately enhancing the employee experience.
For more information and a summary of the report, visit the Conduent website.
