In the era of the Industrial Revolution, humanity carved out a new realm called ‘intellectual labor’ to survive in competition with machines. Similarly, in the era of artificial intelligence (AI), ‘empathy intelligence’ will be our new lifeline. Empathy intelligence is a fundamental strength that we absolutely need, transcending mere competitiveness. To effectively handle the powerful weapon known as AI, which encompasses vast information and knowledge, we require a steadfast center. The power to maintain that center is, in fact, empathy intelligence.
On May 21, I met Kim Hee-yeon, author of ‘Empathy Intelligence Era’, at a book café in Mapo-gu, Seoul. He previously worked as a Vice Administrator at Citibank Korea and served as an IT analyst at Nomura Securities, Good Morning Shinhan Securities, and Hyundai Securities. He later became the first female Chief Strategy Officer (CSO) at LG Display. Although he changed careers three times, he is regarded as a successful individual in various fields. He cited ‘empathy intelligence’ as the key to his success.
What is the reason for writing the book ‘Empathy Intelligence Era’?
After retiring from LG Display last year, I pondered what to do. I realized that the ones who sacrificed the most for me over the past 33 years were my children. I was so busy that I often couldn’t even prepare snacks for them on school field trips, traveling abroad nearly half the year. Now that those children have grown and started their careers, I wanted to give them ‘a mom’s work-life secret book’ that they can turn to whenever they need it. That’s why I decided to write this book.
What is empathy intelligence?
Understanding why someone else likes or struggles with something is called ‘empathy’. For that feeling to connect with a desire to be with that person and to want to solve problems, ‘empathy intelligence’ is necessary. Since taking action and implementing requires my expenses, time, and energy, I cannot act on everything I empathize with. Therefore, to determine what and how I can help or participate, I need to be wise. This is where empathy intelligence comes in. In other words, to drive change in society and organizations, we must evolve from mere ‘human empathy’ to ‘strategic empathy intelligence’ that creates tangible value.
It is said that empathy intelligence is particularly necessary in the AI era.
While AI can provide all knowledge, it cannot fully read human emotions. The human heart is truly enigmatic; it can grow tired of what it once loved and learn to love what it once hated. There is a limit to AI’s ability to understand these emotions. Therefore, in the rapidly advancing era of AI, having the ability to empathize and wisely find solutions through empathy intelligence will become increasingly important.
What are some examples of corporations utilizing empathy intelligence?
Empathy has never been recognized as a skill. It has often been regarded in business as a warm feeling unrelated to performance. However, times are changing. Empathy is increasingly becoming an engine that captures customers' hearts and boosts sales. A representative case is where financial institutions, which typically rank people based on money, have successfully increased points of empathy with customers.
In the digital age, it has become a trend to reduce offline branches and cater luxuriously to wealthy VIP clients. However, JP Morgan in the U.S. has taken the opposite approach. Instead of solely focusing on a few wealthy individuals, they transformed their branches into warm community spaces. Guided by the philosophy that ‘people yearn for other people’, they held local artist exhibitions and provided free consultations for small business owners, creating a natural gathering place.
What is the world like these days? Bank interest rates are similar everywhere, and financial products are alike. For customers, switching banks is as easy as a few taps on their smartphones. However, if I have created good memories at that bank and experienced genuine consideration, would I be able to leave easily? Where the heart stays, physical steps don’t leave easily. In a world filled with similarities, differentiating oneself means that the warmest strategies prove to be the smartest ways to retain customers.
With the advancement of digital technology and now the AI era, everything is becoming automated, and machines are doing everything for us. Ironically, as machines become smarter and technology advances, the warmth of genuine human contact will become a rare treasure. What is the most important interior in stores or offices going forward? It is none other than ‘human interior’. We have now entered an era where the warmth conveyed through people becomes the true competitive edge.
Is there a way to effectively utilize empathy intelligence, especially within Korean corporate culture?
I believe there exists a culture in Korea that is conducive to exercising empathy. The culture prioritizes ‘us’ over ‘me’, and ‘community’ over ‘individuals’. We do not refer to our parents as ‘my mom’ or ‘my dad’; instead, we say ‘our mom’ and ‘our dad’. This term ‘our’ emphasizes togetherness and empathy and is a unique aspect of the Korean language. In terms of empathy skills, Korea offers a superior environment compared to many other countries.
However, there is a problem that makes it difficult to say ‘no’ when it differs from public sentiment. If an environment is created where such expressions can be freely made, our empathy intelligence will shine even brighter.
There is a lot of negative perception regarding the drinking culture in Korea. However, I see it as a beneficial culture for expressing empathy. Rather than excessively drinking, it could focus on communicating in a pleasant café or restaurant that employees prefer. Engaging in conversation in a relaxed atmosphere naturally fosters closeness and enhances team cohesion. Through this, individuals can discover new sides of each other and reveal hidden talents not seen in the office. As a result, employees grow fonder of the organization, and supervisors develop a deeper understanding of their employees. This is, indeed, the first step toward empathy.
As the flow of the times evolves, the ability to express empathy will become increasingly important. Can you share methods for developing empathy skills?
To empathize with others, one must first empathize with oneself. Understanding what one likes and dislikes makes it easier for a person adept at self-empathy to empathize with others. This is understanding that ‘this person likely has their own reasons, just like I do.’ Only then can self-esteem be raised, and one can humbly ask where the differences between myself and others stem from.
When you look at companies that were once top firms but have faced difficulties, you often find successful leaders. They tend to struggle with accepting changes due to a non-humble approach that clings to existing practices. Humble individuals, who listen to other voices, can read the flow of the world and seize opportunities. Humility and an awakened mind (openness) are intertwined.
In the book, it states, ‘Living earnestly in the present is an investment for my future.’ What are you investing in for yourself at present?
First, I published the book ‘Empathy Intelligence Era’ (laughs). Now, rather than solely relying on past expertise, I want to share what I enjoy and excel at. So I wrote this book, but I have no certainty that the things I did well in the past will still hold true in the future. That’s why I am investing significant time in studying and utilizing AI. Moving forward, I want to pass on the knowledge of how to live wisely based on rare experiences as a woman. I want to work based on a new form of empathy suited for the AI era and contribute to creating better environments through coaching using empathy intelligence.
If you could offer the best advice to someone who is diligently trying to tackle new challenges, what would it be?
Do not fear the unknown; turn it into a weapon. The way to do this is through a humble attitude of asking questions. And don’t stop at just asking questions. Study, keep studying, and gain a wide range of experiences. It’s important to have both direct experiences and indirect experiences through reading and traveling. Eventually, all those experiences will connect and become the foundation for my ideas. You will eventually feel how things you once didn’t know can come back as profound realizations. Do not feel intimidated; cultivate the habit of humbly asking questions, experiencing diversely, and connecting those experiences, and at some point, you will realize that you have grown.