LEADERSHIP INSIGHTS

Chief People Officers have a crucial role to play in ensuring that new technology is used to streamline processes and enhance productivity. However, it’s something that needs to be handled with empathy and emotional intelligence given that many workers find themselves unprepared to leverage these technologies effectively.  

Criticaleye’s recent CPO Retreat, held in Partnership with Accenture, Reward Gateway | Edenred and Eightfold AI, explored why CPOs play a vital role in fostering trust and providing tailored support to ensure technology adoption is a catalyst for growth rather than a source of anxiety.
 

Seismic changes are underway in the world of work. At Criticaleye’s CPO Retreat 2025, Audrey O'Mahony, Managing Director Lead – Talent & Organisation, UK, Ireland & Africa at Accenture, told the audience: “Gen AI can transform tasks across all industries, giving us the opportunity to completely reimagine the experience of work, but over 62 percent of workers in the UK and Ireland are not skilled to embrace this technology. CHROs have a huge role to play in helping leaders build trust and reskill at scale.” 

 

This is especially relevant as businesses rethink capabilities. Audrey explained: “Skills-based organisations are all about structuring work around what people can do, not just their job titles. It’s a game-changer, bringing flexibility to move talent where it’s needed most. We also know that 64% of UK employees say they would feel more motivated at work if their skills were recognised and developed.” 

 

Jodene Young, CPO at the National Physical Laboratory, built on this point. “It isn’t just about the experience you have gathered over the years. High value could look very different depending on who you are. It could be about creativity, being disruptive and innovative or simply showing high potential and the capacity to take on a new ‘stretch’ challenge.”  

 

To support this shift in thinking, the organisation is also exploring a move away from rigid annual performance ratings. “Instead, we are embedding a more dynamic approach, focusing on coaching and continuous conversations. It's no longer about being prescriptive. High value contributions can take different shapes and look different to how they once looked,” Jodene added. 

 

Different approaches are important given the need for adaptability and agility. Matthew Blagg, CEO of Criticaleye, commented:  “The single thing that's on the mind of all the organisations we're talking to is pace—the CPO has a key role in ensuring there's real honesty around the pace and capability of the organisation to deliver.”  

 

A New Era for HR Leaders 

 

CPOs and the HR function have more opportunities than ever before to influence strategic decisions at the highest levels. Nebel Crowhurst, CPO at Reward Gateway | Edenred, posed the question to the audience: “When we think more broadly about leadership and about ourselves as HR leaders, do we do enough to demonstrate where our investment in people translates into meaningful return, business performance and tangible outcomes?”  

 

There is undoubtedly an opportunity for CPOs to inform Board-level debate. Jane Pateman, Non-executive Director and RemCo Chair at Knights, said: “Gone are the days where you just rock up for the RemCo and talk about pay. I think it's a lot more than that. 

 

“You can’t go into a Board meeting and just have an open debate. You need to come in with clear thoughts and ideas, tied to where your business is going. Otherwise, it just becomes a conversation that’s going nowhere. Board members want to know how it impacts the business and the strategy.” 

 

There is more pressure on CPOs as so much revolves around people and performance. Matthew said: “It all comes down to communication as trust naturally evolves from it. The key is being clear about the information you present to the Board and the implications of the decisions they are involved in.” 

 

The ability of senior executives more broadly to connect with people is critical. “Leaders play a really key role in driving a culture of appreciation. The way they communicate, build trust and create an environment where people can thrive are fundamental,” says Nebel. “Organisations must understand how the world around them has evolved in order to adapt and meet the needs of the modern workplace. 

 

“However, this also comes with a responsibility to educate people as they enter the workforce, ensuring they understand expectations. I am a strong advocate for empowerment, autonomy and flexibility within a business and the way people work; there also needs to be clear expectation setting which comes with this.”  

 

In this era of rapid change, the challenge for CPOs is not just to keep up, but to lead. Those who can make this shift will create a workplace that enables people to thrive.

Bridgette Hall, Senior Editor, Criticaleye