Charles EstherAt the Zendesk Relate 2025 conference, former New Zealand Prime Minister Jacinda Ardern delivered a thoughtful address on empathetic leadership, her experiences in office, and the future of artificial intelligence (AI).
Reflecting on her own leadership style, Ardern touched on personal challenges, particularly when stepping into the global spotlight, and how these experiences shaped her approach to leading with empathy and humility.
She also shared her perspectives on the rapidly evolving field of artificial intelligence and its impact on the workforce.
Embracing Humility in Leadership
Ardern’s comments on leadership focused heavily on the importance of humility, especially in the face of self-doubt.
She described how individuals who are unsure of themselves tend to approach challenges more thoughtfully: reading extensively, consulting experts, and executing their responsibilities with humility.
According to Ardern, these qualities were essential in her own journey as a leader, particularly when dealing with the complexities of global issues.
The Rise of Artificial Intelligence: A Cause for Opportunity, Not Fear
As the conversation shifted to artificial intelligence, Ardern expressed cautious optimism.
Drawing parallels between AI and past technological advancements, she emphasized that the excitement surrounding AI should be grounded in opportunity rather than fear.
While acknowledging the concerns that many have about AI replacing jobs, particularly in roles dominated by repetitive tasks, Ardern advocated for a more positive outlook.
She suggested that instead of focusing solely on the potential job losses due to AI, the dialogue should pivot to one about redefining roles and enhancing human potential.
As AI continues to develop, it will undoubtedly increase productivity across various fields.
However, Ardern pointed out that AI, much like any other technology, cannot operate in isolation.
It still requires substantial human input, from development to guidance, and even correction.
The Role of Governments and Companies in a Changing Workforce
A key part of Ardern’s message was the importance of governmental and corporate responsibility in easing the transition into an AI-driven workforce.
Drawing from her experience in New Zealand, she highlighted initiatives like state-funded income insurance and lifelong learning programs.
These efforts, she explained, provide citizens with a safety net and the confidence to embrace change.
Ardern believes that governments must offer clearer guidance and support to ensure that workers can adapt to the evolving landscape.
This includes creating policies that protect workers while also promoting innovation.
She emphasized the need for a cultural shift towards continuous learning and agility, where workers are proactive in upskilling and evolving alongside the technology.
Preparing for the Future: Collaboration and Adaptation
Ardern also stressed the importance of collaboration among governments, companies, and workers to ensure a smooth transition into an AI-integrated world.
While there will undoubtedly be challenges in the short term—such as job displacement and the need for new skills—Ardern is confident that with the right support, these challenges can be overcome.
Her optimism is rooted in the belief that AI will not replace workers but will redefine their roles.
By investing in education, fostering innovation, and encouraging lifelong learning, society can create a more agile and resilient workforce, capable of thriving in the face of technological advancements.
Conclusion: A Bright Future for AI with Human Oversight
In summary, Jacinda Ardern’s insights at Zendesk Relate 2025 painted a picture of a future where AI is not a threat but an opportunity.
She acknowledged that while AI will disrupt certain industries and roles, it is up to governments, businesses, and workers to embrace change and evolve together.
With the right support systems in place, Ardern believes that AI can serve as a tool to augment human capabilities and improve productivity, not replace it.
Her remarks serve as a reminder that the future of work will require continuous adaptation, learning, and collaboration.
As AI continues to advance, the key to success will lie in striking a balance between technological innovation and human-centered values.
