In a world obsessed with intelligence, empathy has become our greatest advantage.
Every day, marketers talk about data, automation, and AI.
We analyse behaviour, predict needs, and personalise at scale and yet, something deeply human often gets lost in translation: The emotional truth behind every interaction.
When Technology Meets Emotion
The rise of Agentic AI is changing everything about how we work and communicate.
AI no longer just assists us, it acts with purpose, learning and evolving alongside us.
But here’s the paradox. As technology becomes more intelligent, human empathy becomes more essential.
At Salesforce, we see this balance in action every day. Our mission with Trusted AI isn’t to make machines more human, it’s to make humans more free. Free to listen. To connect. To create moments that matter.
Empathy as a Business Strategy
Empathy isn’t a “soft skill.” It’s a strategic differentiator.
According to Salesforce research, 68% of customers expect brands to demonstrate empathy, and 91% are more likely to stay loyal to companies that show understanding and care.
In marketing, empathy drives trust. Trust drives connection. And connection drives growth.
That’s the new marketing equation:
Empathy = Intelligence + Intention.
From Data Points to Human Stories
As Head of Marketing at Salesforce Switzerland, entrepreneur, and mental trainer, I’ve learned that the real transformation happens when we stop seeing people as data points, and start seeing them as stories.
Technology can help us understand customers, but only empathy allows us to feel with them.
When we merge both, something powerful happens. AI becomes not just a tool for productivity, but a platform for purposeful storytelling.
Leading With Heart and Head
Empathy-driven leadership isn’t about being nice, it’s about being deeply aware.
Aware of people’s emotions, limitations, and potential.
In my mental coaching work, I often remind leaders:
AI can give us speed and insight, but empathy gives us meaning. And that meaning is what transforms good leaders into unforgettable ones.
Closing Thought
As we close the year, I believe the next frontier of marketing isn’t more automation or more content, it’s more consciousness.
Because in the age of AI, it’s not intelligence that sets us apart, it’s our ability to care.
