The Speed of Culture Podcast

Episode: Soft Skills: How Dale Carnegie is Re-Humanizing Leadership for an AI World
Date: November 25, 2025
Host: Matt Britton (Founder and CEO of Suzy)
Guest: Christine Buscarino (Global COO and CMO, Dale Carnegie & Associates)

Overview of the Episode

This episode of The Speed of Culture delves deep into the growing importance of soft skills and human-centric leadership in an AI-accelerated business environment. Host Matt Britton interviews Christine Buscarino from Dale Carnegie & Associates to explore how organizations can future-proof themselves—and their people—through empathy, trust, effective communication, and resilient leadership, even as artificial intelligence revolutionizes the workplace.

Key Discussion Points & Insights

1. The Enduring Relevance of Human Skills in the Age of AI

• Christine Buscarino emphasizes that while AI is transforming businesses, the most critical way to "future-proof" people is by focusing on empathy and human touch, which machines cannot replicate.

  “What’s most important to really future-proof a person is honing in on the empathetic side of what a human delivers that today a machine can’t replicate.” (Christine, 01:27)

• Matt Britton reflects that the workforce is shifting from knowledge work (repetition and memorization) to value driven by critical thinking, creativity, and problem solving.

  “We are entering the final stages of the knowledge economy...it’s about more of the softer skills like critical thinking and creativity and problem solving.” (Matt, 21:59)

2. Navigating Generational Differences in the Workplace

• Christine discusses cross-generational challenges, especially as Gen Z brings new values, expectations of purpose, and a demand for recognition that goes beyond monetary reward.

  • The role of middle managers is evolving: they must now build communication, trust, and lead with empathy rather than just deliver results.
  • With hybrid work, opportunities are global and employees seek workplaces aligned with their values.

  “While all of the influence that you have on an organization remains true and important, the values... that these younger generations have are much more visible... So what managers need to focus on... is really how to build communication, trust, empathy, and lead with empathy.” (Christine, 05:28)

• Matt admits his own struggles adapting to these expectations, referencing a classic “Mad Men” line to illustrate old-school thinking vs. today’s needs.

  “There are a lot of managers who believe...‘that’s what the money’s for.’... That’s just not how I think younger people look at their career.” (Matt, 07:00)

3. Universal Principles, Global Contexts

• Dale Carnegie’s foundational training and principles (from “How to Win Friends and Influence People”) are applicable across 80+ countries, with regional nuances in delivery.
• The core themes: communication, trust, change management, and resilience are universally required, even if stories and styles vary by region.

  “The story or the context may sound a little bit different… But at the end of the day, what Dale Carnegie trainers are really good at is using our learnings in the current context so they’re transferable.” (Christine, 08:54)

4. Public Speaking & Storytelling Remain Critical

• Even as AI advances, storytelling, persuasion, and authentic connection are vital for leadership, decision-making, and culture building.
• The focus: influence and empathy in presentations, making emotional connections that build trust.

  “It’s the emotional component that builds trust with your audience... what the individual or the person can communicate with conviction and confidence to engage an audience is really what starts to stand out.” (Christine, 11:07)

5. Engagement in Hybrid & Virtual Workspaces

• Training has embraced conciseness, storytelling, and eye contact—even virtually—to keep people engaged.

• Christine shares the importance of making participants feel seen and valued, even via digital platforms.

  “A lot of what we really emphasize... is that conciseness, being very clear, using a story to engage the listener. And in closing with, again, what they should do and why it matters to them...” (Christine, 12:46)

• Matt shares a personal tip: investing in camera setups for better virtual eye contact has boosted connection and engagement.

6. Building Connection in a Digital, Distracted World

• Christine points out a new challenge: younger generations, used to digital-first connection, may lack in-person communication skills.

  “Watching my 20 year old or my 18 year old have a conversation... in a physical environment versus a virtual environment looks really different. And it’s our jobs... to really help that generation regain the effectiveness of their presentation...” (Christine, 14:48)

• Simple techniques (like remembering and using someone’s name, even in Slack or messenger apps) can create powerful personal connections in a digital workplace.

  “That simple remembering of somebody’s name and acknowledging them as an individual makes such a difference.” (Christine, 17:14)

7. The Role of Leadership During AI Transformation

• Dale Carnegie is partnering with Suzy on “Human by Design”—a joint training initiative to upskill people in empathy, communication, and adaptability for an AI-driven world.

• Christine stresses that organizations are struggling with integrating AI into company culture, and there's a real need to empower employees with both tech- and people-centric skills.

  “We’re hearing it across the world. We’re concerned that communication skills, presentation skills will get lost if we don’t work with someone... that truly understands not just the technology side, but the competencies needed to be a leader in a world that’s changing faster than... any other change management process we’ve ever been through.” (Christine, 20:13)

• Soft skills like trust-building, influence, and resilience are becoming essential hiring filters at the C-suite level, alongside tech aptitude.

  “CEOs are not hiring people unless they can use the tools married with the people skills like building trust, influencing others, and being resilient through times of change...” (Christine, 23:02)

8. Practical, Customer-Focused Leadership

• Christine shares her own leadership style: always start with the customer, regardless of industry, and use technology to automate the mundane so teams can focus on meaningful relationship-building and problem-solving.

  “If you know your customer and if you can provide solutions to your customer that resonates with their needs, that’s really what matters.” (Christine, 26:18)

Notable Quotes & Memorable Moments

• “Purpose, knowing how they contribute, how they’re making a greater impact on their business and the world... what matters most, we’re finding, is cultures that every day get to know their teams and build their culture around the values that matter most to the individual.” (Christine, 07:24)

• “Right now, it is life or death for so many companies where you need to act, you need to act fast, because one day you’re going to find yourself being the next Kodak or Blockbuster.” (Matt, 24:37)

• “Dale Carnegie once said, the best possible way to prepare for tomorrow is to concentrate with all your intelligence, with all your enthusiasm on doing today’s work super day by day, that’s the only possible way you can prepare for the future.” (Christine, 28:46)

Timestamps for Important Segments

• [01:27] Christine comments on the irreplaceable value of empathy in an AI-driven business world
• [03:07] Dale Carnegie’s mission and services explained
• [05:28] The evolving role of middle managers and generational workforce shifts
• [08:54] How Dale Carnegie adapts principles for global audiences
• [11:07] Christine on why public speaking and emotional connection remain vital
• [12:46] Tactics for driving engagement in remote/virtual learning
• [14:48] The impact of digital-first upbringing on young professionals
• [17:14] How small acts (like using someone’s name in a chat) enhance digital communication
• [20:13] Why Dale Carnegie launched "Human by Design" for AI-readiness
• [23:02] New hiring priorities: blending tech proficiency with strong people skills
• [26:18] Christine’s customer-first leadership ethos
• [28:46] Christine’s chosen Dale Carnegie quote and its relevance to modern leadership

Final Takeaway

Human-centric leadership, empathy, and soft skills are not just surviving but thriving as core differentiators in the AI age. While the workplace and workforce dynamics continue to evolve rapidly, the timeless principles of connection, trust, and understanding others remain the essential foundation for future-proof success—for individuals and organizations alike.