New research from Conduent Incorporated (Nasdaq: CNDT), a global technology-driven business solutions and services company, highlights the tension HR teams face as they modernize operations, adopting AI and automation while still delivering the human connection employees value. These findings build on Conduent’s 2023 survey exploring employee satisfaction and HR engagement.
According to Humanizing HR: The 2026 State of Experience in the New World of Work, employees who feel genuinely cared for and recognized by their employers are far more likely to report high satisfaction, stronger engagement, and long-term commitment. The study, conducted in partnership with Mercer, surveyed 765 employees and 254 HR professionals across three markets to understand how the HR-employee relationship is evolving in an increasingly digital workplace.
Key Findings from the Report
- AI with empathy: 38% of HR leaders plan to use AI for administrative efficiency, and 35% for employee self-service, yet 81% of employees still prefer human interactions for sensitive or complex issues – only slightly lower than in the previous study.
- Employees value balance: Convenience (77%), competence (79%), and caring (72%) all remain highly valued, consistent with earlier findings.
- Connection drives loyalty: 79% of employees say their interactions with HR directly influence how loyal they feel to their employer, up from 73% in 2023.
Parallel Paths: Exceptional Experience and Digital Transformation
The study shows a shift from foundational digital transformation to more advanced strategies emphasizing data integration, global harmonization, and closed-loop feedback. While technology has improved access and efficiency, the most meaningful employee experiences are those that make employees feel understood, supported, and valued. HR leaders are redefining what it means to “humanize HR” in a tech-enabled world.
HR professionals identified the most important characteristics of effective experience and delivery:
- A scalable technology footprint across Human Capital Management systems (59%)
- Intuitive, direct access for employees to information and transactions (51%)
- Consolidates enterprise data that provide a single source of truth (51%)
- Closed-loop processes that gather and act on employee feedback (48%)
The Road to Human-Centered HR in a Digital Age
“HR technology must do more than automate – it must connect. Employees expect HR to be efficient but also empathetic. Technology can elevate satisfaction, but human understanding remains essential,” said Kimberly Marshall, Chief Commercial Officer at Conduent. “We’re helping clients deliver integrated experiences that combine AI-driven resources and support and agent care. For example, 86% of online inquiries over a 90-day period were resolved by our intelligent assistant, Conni, while 14% required the support of a knowledgeable agent. This balance drives engagement, retention, and brand loyalty.”
Conduent’s Life@Work Connect platform delivers a suite of advanced AI-driven capabilities, integrating HR, health, retirement, and wellness data into personalized employee journeys that simplify everyday decisions and drive better outcomes. For instance, Conni helps employees navigate their benefits, improves decision-making, boosts satisfaction, and reduces inquiries that were supported by an agent or HR team member. Conni is powered by Microsoft Azure OpenAI Service, ensuring secure, intelligent, and scalable support.
A summary of the report is available here: Humanizing HR: The 2026 State of Experience in the New World of Work Report.
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