Accountancy firm Ernst and Young (EY) has made news around the globe, by declaring that it would be putting up a $100m reward programme for employees who excel at ‘human’ skills such as judgment, adaptability and innovation.

The announcement has brought the advancement of artificial intelligence (AI) into an even sharper focus than it was in previously – specifically around why there is a growing need to prioritise and recognise the ‘human skillset’, as AI takes away routine and monotonous tasks from many workplaces.

Frontline Superpowers

With the growing complexity of customer interactions and the introduction of AI into self-service, contact centres have been grappling with the discussion about what constitutes the human skillset for some time now, and it has brought to the fore the vital nature of one of the most human of human traits – empathy.

Empathy is the ability to recognise, understand and share the feelings of another person. It allows you and your people to put yourself in your customers’ (or colleagues’) shoes, appreciate their perspective and acknowledge the emotions behind an interaction. It is increasingly considered to be one of humanity’s trump cards, during the all-encompassing rise of AI.

Whether someone is frustrated, anxious, confused or disappointed, empathy helps create a sense of connection and understanding that cannot be replicated through process or automation.

In contact centres, empathy has long been recognised as a critical skill. It’s over 10 years since Harvard Business Review called it a commercial differentiator. And in 2026, 72% of customers still say that speaking to a human with empathy in a contact centre interaction made their experience better.

Compassion as the ‘Next Step’

Whilst empathy remains essential, some organisations are beginning to focus on another closely related skill – compassion.

Compassion goes a step further than empathy. Whilst empathy helps us understand how somebody feels, compassion is prompting us to take action. It combines emotional understanding with a desire to help, support or improve the situation.

“The essence of compassion lies in its proactive nature,” explains Dr. Chris Mosunic, Chief Clinical Officer for Calm Health.

“Compassion nudges us to make a positive difference, no matter how small. Understanding compassion can be a gateway to deeper, more meaningful interactions.”

A study by the National Library of Medicine in the US found that compassion for others is now statistically proven to improve wellbeing, across multiple settings.

Compassion transforms understanding into purposeful action, encouraging ownership, accountability and the willingness to find solutions and improve outcomes.

According to Mel Lomax, Learning & Accreditation Manager at the CCMA, empathy should be viewed as a foundation rather than a destination.

“The most effective customer conversations happen when empathy is paired with accountability and ownership,” she says.

“Understanding how a customer feels is important, but creating positive outcomes comes from taking responsibility and acting with purpose. That’s where trust is forged.”

Compassion in Leadership

This growing focus on human skills presents an interesting challenge to the common narrative surrounding AI and jobs. Whilst automation may reduce demand for some routine tasks, it could simultaneously increase demand for skills that technology struggles to replicate.

As EY have highlighted in their announcement, judgment, relationship-building, critical thinking, adaptability, empathy and compassion are becoming increasingly valuable as workplaces evolve – whilst also bringing with them the possibility of monetary reward. These are skills that are important to develop at every level, in leadership roles as well as for those that are customer-facing and on the frontline.

The EY announcement could be a sign of things to come. As more organisations explore how AI can improve efficiency, many will also need to invest in the capabilities that make their people uniquely ‘human’.

For contact centres, that means recognising that whilst empathy remains vital to remaining human, it’s compassion that may be what leads to improved customer and colleague experiences.

CCMA Academy hosts a number of specialist courses to support leadership development, including the virtual course focused on Contact Centre Leadership Behaviours.