Human skills beat technical virtuosity every time

For years, the CIO's role has been to oversee an organization's IT strategy and technology. That meant ensuring hardware, software, cybersecurity and data management supported their organization's success.

But as AI efforts accelerate, technology can handle data analysis and other routine tasks. The thing that AI can't duplicate? Human skills. Empathy. Ethical judgment. Emotional intelligence. Adaptability. Problem-solving. Communication.

According to Info-Tech Research Group's IT Talent Trends 2026 report, four key trends are shaping IT talent strategy, and at the top of that list is the rise of enabling skills.

Once upon a time, these were called soft skills. But there's nothing soft about them. They are increasingly viewed as strategic assets rather than nice-to-haves. In fact, 82% of organizations are prioritizing these "human-intrinsic" traits over technical skills when hiring, according to the same research.

These skills separate high-performing leaders from the rest of the pack. And if you're not using them, you're already obsolete.

Some of the best leaders I've ever had led with their hearts. They took the time to get to know me on a personal level and earn my trust. They asked questions to determine the best role for me in the organization. They listened when I asked for training and followed through on providing it. This isn't exceptional -- it's what good leadership looks like. It made me more engaged and want to be at work.

I've also had leaders on the other side of the fence. They would stay in their offices all day, managing from a distance. They refused to help when asked. There was no trust. I felt no loyalty toward these places and always had one foot out the door. And I wasn't alone. My colleagues checked out, too.

That good experience didn't require extra budget or special programs. The difference between these leaders wasn't technical skill -- it was basic human decency. And it made all the difference.  

There will always be a need for technical fluency to make informed decisions for your organization. But technical decisions are also people decisions. Every system change affects workflows, jobs and livelihoods.

Take AI, for example. While many organizations already use this technology in at least one area, AI adoption continues to accelerate. As CIO, you need a working knowledge of this technology and how it integrates with tools. But it doesn't end there. Now, you need to be attuned to the employees who this tool affects and be ready to address them.

AI has struck fear in employees, causing resistance to it. Some people are afraid they will be laid off and replaced with AI. Others are stressed by mandates to use these AI tools as they struggle to learn them.

This is your opportunity to step up and shine. Take employee concerns to heart. Show them you are empathetic toward their concerns and that you are in this with them.

Communication is key.

Don't just send an email to inform everyone about a system change. Emails are a faceless, impersonal way to make a human connection. Carve out face time with your team. Listen to their questions and concerns. Be vulnerable and share your own concerns. Put together a game plan to roll out system changes to the company, including training and ways to gather feedback as they hit roadblocks.

Build trust with your team. But also expect things to go sideways and adapt. If technology breaks, it can be fixed. Broken trust can't easily be restored.

Teams that trust their leaders often move faster and are more engaged. They are also more willing to take calculated risks and innovate without fear of blowback.

Communication. Empathy. Adaptability. Trust. These are all inherently human things that AI cannot duplicate. They are your competitive advantage.

Sarah Amsler is lead editor for editorial's Reader Engagement and Outreach team at TechTarget.