Balancing Innovation with Connection: Insights from Via Appia’s CEO at the PMAP Annual Conference

December 6, 2024

The 61st Annual Conference of the People Management Association of the Philippines (PMAP) brought together top industry leaders to address one of today’s most pressing issues—balancing automation with meaningful human connection in the workplace. With the rapid growth of AI and automation, companies are navigating uncharted territory in human-technology interaction, and this year’s conference tackled these critical questions head-on. 

One of the key speakers, Richard D. Leoncio, President and CEO of Via Appia Philippines, delivered a compelling presentation titled “Overcoming the Human-AI Artificial Intimacy Challenge: Balancing Automation with Human Connection.” As a leader of an organization recently awarded among the Best Workplaces in the IT-BPO industry in the Philippines for two consecutive years, Leoncio’s insights highlighted the importance of maintaining a human-centered approach to technology adoption.

The Human-AI Intimacy Challenge 

Leoncio opened his talk with a message that resonated deeply with executives and HR leaders: “AI is reshaping not just how we work but also how we connect. It’s woven into the fabric of our daily lives to make things more efficient, but sometimes, it can feel like pulling us away from real human interactions.”  

He emphasized that while AI can streamline operations and enhance customer experiences, it must be implemented with a purpose that aligns with fostering genuine human relationships. “We’re committed to leveraging AI to empower employees, not replace them. Technology should encourage collaboration, creativity, and empathy—not diminish these qualities,” he added.

Actionable Takeaways for Business Leaders 

As part of his talk, Leoncio shared practical strategies for business leaders looking to integrate AI responsibly while upholding human-centric values. Key takeaways included: 

• Use AI to Enhance, Not Replace, Human Interaction: Organizations should prioritize AI solutions that add value to employee roles, such as tools that assist with mundane tasks, freeing teams to focus on creative problem-solving.  

• Promote Collaborative AI Tools: Technology fostering collaboration and streamlining communication can elevate productivity and employee engagement. 

• Balance Efficiency with Empathy: While AI can improve efficiency, organizations should ensure it’s used to reinforce empathy and maintain trust with customers and employees. 

These insights reflect Via Appia Philippines’ broader commitment to ethical and human-centered technology—a mission that has earned it consistent recognition among the top workplaces in the Philippine IT-BPO industry.

Keeping People at the Center of Progress 

Throughout the PMAP conference, discussions emphasized the growing intersection between people management and digital transformation. Alongside leadership and employee engagement topics, one message remained clear: no matter how advanced technology becomes, people should stay at the heart of every innovation. 

By sharing Via Appia’s philosophy on AI, Leoncio reinforced the belief that people, not technology, are the most valuable asset in any organization. “Our goal is to keep our team at the forefront of innovation but always committed to enhancing human connection. Technology is here to help us serve each other better—not take away from that.” 

A Call to Reflect on the Future of Work 

The PMAP conference served as a meaningful reminder for organizations to consider their approaches to technology adoption carefully. As the landscape of work continues to shift, the pursuit of efficiency must always be balanced with the goal of preserving meaningful human connections. With a leadership team deeply committed to this mission and a workplace recognized as one of the Philippines’ best, Via Appia Philippines exemplifies how organizations can lead with innovation while staying true to the human values that fuel growth. 

As you reflect on your organization’s technology use, consider how you can enhance human connection alongside automation. If your team needs support in assessing, building or improving your technology roadmap, or if you’re looking for a third-party evaluation, we’re here to help. Contact us at sales@via-appia.ph to learn more about how we can assist you in navigating this crucial intersection of technology and humanity.