The Human Element | CHRO & HR Leadership Podcast

SummaryWhat happens when you've actually built AI into hospitality at the scale of 7,000 employees and millions of guests—not theorized about it on LinkedIn? In this episode, Barb Bidan sits down with Ani Nazaryan, Chief People Officer at The Siegel Group and Amazing Brands, for a refreshingly practical conversation about where AI belongs in HR and where it absolutely doesn't. Ani built her foundation in luxury hospitality, helping open two of the most iconic resorts in Las Vegas—The Cosmopolitan and Fontainebleau—where she stood up entire people systems for thousands of employees and pioneered branded AI personas like Rose and Morris years before AI was a buzzword. Together, Barb and Ani get into the real use cases for AI in onboarding, recruiting, communications, and coaching—plus the moments leaders should never outsource. Ani shares why she calls overuse "hiding behind AI," her three-bucket test for when humans must lead (career, culture, judgment), and how to keep your authentic voice intact when AI is drafting your messages. If you're a people leader figuring out where to draw the line, this one's for you.Timestamps[03:09] – Ani's immigrant journey from Armenia to Las Vegas hospitality[05:59] – Where to draw the line: AI as assistant, not replacement[07:21] – Why automated onboarding still needs a human phone call[09:40] – Building Rose and Morris: AI personas with brand identity[13:11] – Hard messages, layoffs, and the role AI should never play[14:48] – Keeping your authentic voice when drafting with AI[20:37] – The "keyboard warrior" trap and what overuse looks like[25:45] – Lightning round and Ani's final word for HR leadersTakeawaysUse the three-bucket test before letting AI lead: career impact, culture impact, judgment required → keep it humanBookend automated processes with real human touchpoints to preserve connectionDraft your message in your own words first, then use AI to polish—not the other way aroundBuild branded AI personas that reinforce identity instead of generic chatbots that flatten itFree leaders from manual reporting and templating so they can spend more time in the fieldProtect critical thinking by refusing to outsource judgment your team's experience earnedGuest LinkedIn: https://www.linkedin.com/in/ani-nazaryan-27660084/Company website: https://siegelgroup.netSponsorWisq introduces Harper, the world's first AI HR generalist designed to act like a virtual HR generalist for every employee. No more waiting on emails or digging through policies—Harper gives your team instant answers to HR questions, helps them navigate benefits and policies, and even routes more complex cases to the right person.By handling the repetitive requests, Harper frees up your HR team to focus on strategy and people, while ensuring employees always feel supported. It’s a smarter, more consistent way to deliver HR services at scale.See Harper in action at https://www.wisq.com/ (03:09) - Ani's immigrant journey from Armenia to Las Vegas hospitality (05:59) - Where to draw the line: AI as assistant, not replacement (07:21) - Why automated onboarding still needs a human phone call (09:40) - Building Rose and Morris: AI personas with brand identity (13:11) - Hard messages, layoffs, and the role AI should never play (14:48) - Keeping your authentic voice when drafting with AI (20:37) - The "keyboard warrior" trap and what overuse looks like (25:45) - Lightning round and Ani's final word for HR leaders

SummaryIf your HR team is buried in inbox requests, you’re leaving no time for the moments that truly need a human touch. Preet Michelson, Chief People Officer at TMS and Morgan Street Holdings, shares how she’s using AI to modernize global HR operations across 44+ countries—without losing the human element. A former CPA at KPMG who later moved into commercialization, Preet brings a business-first lens to HR, supporting a creative, fast-moving company known for Happy Meal toys and programs like T‑Mobile Tuesdays. She breaks down a practical, two-part approach: centralize and summarize inquiries with AI to spot training gaps and service needs, then route tier-0/1 questions to a chatbot (Jewel in SAP SuccessFactors) while protecting time for complex, sensitive issues. Preet also details a goal-led performance process powered by AI—goal suggestions, a living goal library, an “on/off track” mid-year, and year-end summaries pulled from emails and decks—which drove 96% review completion and 97% manager 1:1s. Expect clear criteria for bot vs. human, change management lessons after a global HCM rollout, and how HR shifts from “push” to “pull” by showing up with data, empathy, and a strategic POV.Timestamps[00:36] – From CPA to CPO: why HR must be business-first[02:22] – Inside TMS and Morgan Street Holdings: a “buy and hold” model and global footprint[03:25] – Creative, fast-moving culture: Happy Meal toys, T‑Mobile Tuesdays, and geopolitics[04:41] – Fixing manual HR ops with AI: SAP SuccessFactors + Jewel, and the case for logging everything[06:46] – Centralize, summarize, then go deep: using AI to bucket inquiries across EU/APMEA/NA[09:44] – Bot vs. human: timeliness/accuracy vs. nuance/sensitivity (immigration, FMLA, family)[13:19] – Goal-first performance: AI goal suggestions, a goal library, on/off-track mid-year, AI-aided year-end[16:46] – Outcomes and brand shift: 96% review completion, 97% 1:1s, and moving HR from push to pullTakeaways- Centralize and summarize HR inquiries with AI to uncover training gaps, policy fixes, and regional needs.- Route tier-0/1 transactions to a chatbot; reserve experts for nuanced, sensitive, or multi-path issues.- Redesign performance around a few clear goals; use AI to suggest goals, craft feedback, and surface accomplishments.- Simplify checkpoints—“on track/off track”—to focus manager time where it matters most.- Measure adoption and communicate wins; high completion and 1:1 rates signal cultural momentum.- Use AI as a time-saver, not a truth source; validate outputs and keep humans at the center of decisions.SponsorWisq introduces Harper, the world's first AI HR generalist designed to act like a virtual HR generalist for every employee. No more waiting on emails or digging through policies—Harper gives your team instant answers to HR questions, helps them navigate benefits and policies, and even routes more complex cases to the right person.By handling the repetitive requests, Harper frees up your HR team to focus on strategy and people, while ensuring employees always feel supported. It’s a smarter, more consistent way to deliver HR services at scale.See Harper in action at https://www.wisq.com/ (00:36) - From CPA to CPO: Why HR Must Be Business-First (02:22) - Inside TMS and Morgan Street Holdings: Buy and Hold Model (03:25) - Creative Culture: Happy Meal Toys and Global Footprint (04:41) - Fixing Manual HR Ops: SAP SuccessFactors Chatbot and Logging (06:46) - Centralize Summarize Then Go Deep: AI Inquiry Bucketing (09:44) - Bot vs Human: Timeliness and Accuracy vs Nuance and Sensitivity (13:19) - Goal-First Performance: AI Goals Library and Year-End Reviews (16:46) - 96% Completion and HR Brand Shift: From Push to Pull

Human-First AI in Healthcare: Guardrails, Frontline Wins, and HR's New PlaybookHow do you make AI feel human-first in a mission-driven, frontline environment? Ashley Ridgeway-Washington—CEO and Principal Advisor at Leverage Group and former CHRO at JPS Health Network—shares a leadership-led approach to AI that elevates patient care by improving the employee experience. A rare blend of HR strategist, attorney, and executive coach (JD, MHR, SPHR, SHRM-CP), Ashley has led global DEI at Amazon and is a Deloitte Next Gen CHRO Academy alum. She breaks down high-impact frontline use cases—from real-time materials management to patient de-escalation in the palm of a caregiver's hand—and why AI fails when it's treated as a tech project instead of an operating model change. Ashley details the leadership behaviors AI now demands (humility, problem clarity, decision rights, and governance), how to redirect time from admin to high-touch work, and why "train AI like an intern" is a powerful design principle. She also tackles AI literacy and guardrails (including deepfake risks), what healthcare can borrow from Amazon's customer obsession and speed-to-value, and how HR can automate the rote (absence management, onboarding, off-cycle pay) to focus on coaching, succession, and talent. Plus, lightning-round advice on what to delegate to an agent tomorrow and the digital mindset HR leaders need next.TIMESTAMPS[00:45] – Guest intro: Ashley's path (JPS Health Network, Amazon, Leverage Group) and why healthcare needs human-first AI[02:00] – Frontline use cases: materials management, patient experience de-escalation—beyond diagnostics and rev cycle[02:44] – Where AI fails: unclear problems, weak data, no change management, and skills atrophy risks[05:35] – From admin to empathy: freeing leaders' time; using AI to check bias and tone while guarding against hallucinations[08:58] – Automating HR: "Ask Ashley," RPA for absence management, labor planning, onboarding, and off-cycle pay[12:46] – Lessons from Amazon: customer obsession, speed-to-value—without importing a ruthless edge[15:57] – Design principles: train AI like an intern (voice, tone, context); set "never delegate to AI" decisions and guardrails[18:22] – Literacy first: deepfakes, ethics, and why healthcare must invest in AI education for staff (and kids)TAKEAWAYS- Treat AI as a leadership and operating-model shift—define the problem, decision rights, data readiness, and change plan before tools.- Redirect admin time to human touch; use AI for both enterprise efficiency and individual productivity (bias/voice checks for leaders).- Automate the rote with RPA—absence management, labor planning, onboarding, and off-cycle pay—to unlock strategic HR work.- Borrow tech's customer obsession and speed-to-value while anchoring to mission, empathy, and clinical competence.- Train AI like an intern: codify voice, tone, and context; publish a "never delegate to AI" list; enforce governance and ethics.- Build AI literacy and guardrails across the workforce to prevent misuse (e.g., deepfakes), audit outputs, and avoid skills atrophy.SponsorThe Human Element is brought to you by Harper, Wisq’s always-on AI HR Generalist, transforming how work gets done.Powered by deep HR intelligence, Harper delivers instant, accurate, and empathetic support, from policy questions to performance coaching, so employees get answers fast and HR teams can focus on strategic work. By handling routine HR requests and automating everyday workflows, Harper helps organizations scale people operations while maintaining a human-centered employee experience.Learn more and see Harper in action at https://www.wisq.com/. (00:45) - Guest Intro: Ashley's Path from JPS Health to Amazon to Leverage Group (02:00) - Frontline Use Cases: Materials Management and Patient De-Escalation (02:44) - Where AI Fails: Unclear Problems Weak Data and Skills Atrophy (05:35) - From Admin to Empathy: Freeing Time and Guarding Against Hallucinations (08:58) - Automating HR: Ask Ashley RPA Absence Management and Labor Planning (12:46) - Lessons from Amazon: Customer Obsession and Speed-to-Value (15:57) - Design Principles: Train AI Like an Intern and Set Guardrails (18:22) - Literacy First: Deepfakes Ethics and AI Education

From Purpose to AI Workers: CCC's CHRO on Scaling AI Without Losing HumanityIf you're embedding AI "everywhere," how do you move fast without losing your human center—or burning out your leaders? Christy Harris, SVP and Chief Human Resources Officer at CCC Intelligent Solutions, shares how the 45-year-old, $1B+ AI-powered SaaS company is modernizing the auto claims ecosystem while transforming how its own people work. Christy explains CCC's consumer-first "tiebreaker" for tough trade-offs, why "AI everywhere" means embedding AI in daily workflows (not turning everyone into data scientists), and how purpose and storytelling keep teams grounded amid change. She dives into the emerging reality of leading both humans and AI workers, the importance of clear feedback loops (for agents and people), and how AI can coach managers in the moment. Christy also tackles leader capacity—what it takes to move with pace without tipping into burnout—and why internal AI adoption is a cultural shift, not just a technical one. Expect practical moves, from building AI fluency to launching CCC's first AI worker in T&E, plus a call for HR leaders to be architects of the future, not bystanders.TIMESTAMPS[01:09] – The problem CCC solves and why auto claims need modernization now[03:01] – Balancing product AI with workforce change; the consumer-first tiebreaker[04:06] – "AI everywhere" defined: embed in drafting, analysis, and prioritization; anchor in purpose[09:53] – Move with pace and "fall in love with the problem, not the solution"[12:37] – Leading humans and AI workers: feedback clarity and AI as a coach for managers[17:59] – Leader capacity and burnout: supporting managers through fast change[24:14] – Internal vs. product AI: adoption is cultural; build AI fluency and lead from the front[24:38] – CCC's first AI worker in T&E: removing a high-friction employee pain pointTAKEAWAYS- Anchor change in purpose and customer impact to reduce fear and keep teams aligned.- Enroll, over-communicate, and create open forums—then listen and iterate.- Embed AI in daily work (drafting, analysis, prioritization) so people focus on judgment and relationships.- Train leaders to manage humans and AI workers; practice clear, corrective feedback and use AI to coach better.- Move with pace and a challenger mindset—fall in love with the problem, not the solution.- Treat internal AI as a culture change: build AI fluency, start with high-friction processes (e.g., T&E), and protect leader capacity to prevent burnout.SponsorWisq introduces Harper, the world's first AI HR generalist designed to act like a virtual HR generalist for every employee. No more waiting on emails or digging through policies—Harper gives your team instant answers to HR questions, helps them navigate benefits and policies, and even routes more complex cases to the right person.By handling the repetitive requests, Harper frees up your HR team to focus on strategy and people, while ensuring employees always feel supported. It’s a smarter, more consistent way to deliver HR services at scale.See Harper in action at https://www.wisq.com/ (01:09) - The problem CCC solves and why auto claims need modernization now (03:01) - Balancing product AI with workforce change; the consumer-first tiebreaker (04:06) - AI everywhere defined: embed in drafting, analysis, and prioritization; anchor in purpose (09:53) - Move with pace and "fall in love with the problem, not the solution" (12:37) - Leading humans and AI workers: feedback clarity and AI as a coach for managers (17:59) - Leader capacity and burnout: supporting managers through fast change (24:14) - Internal vs. product AI: adoption is cultural; build AI fluency and lead from the front (24:38) - CCC's first AI worker in T&E: removing a high-friction employee pain point

SummaryHow do you build a people strategy for a high-trust, high-stakes environment where your “customers” are caregivers? Colette Brown, Chief Human Resources Officer at Stony Brook University Hospital, shares how her team centers HR on mission, fixes pay with data, and uses practical AI to return time to human moments. With strong alignment from CEO Carol Gomes, Colette led a compensation overhaul grounded in market reviews and role prioritization—driving vacancy down from 18% to 3%, turnover from 22% to 7%, and engagement from the 7th to the 55th percentile. She unpacks how Stony Brook avoids the “poof, you’re a leader” trap with hands-on manager development, a prescriptive 90-day onboarding and buddy program, and a culture of gratitude—right down to a dedicated Resilience Room. Colette also details where AI already works in healthcare HR and clinical workflows: policy analysis, job descriptions, tone checks, and ambient scribes that improve listening while preserving human review. She closes with hiring for values and aptitude (teach the rest) and a coaching approach that targets behaviors—not attitudes—so leaders build performance and dignity at the same time.Timestamps[00:45] – Guest intro and the reality of “caring for the caregivers”[03:45] – Centering HR on mission: linking engagement to patient experience[07:10] – Compensation overhaul: market reviews, prioritization, and leadership alignment[10:10] – Results from pay investments: vacancy, turnover, and engagement turnarounds[12:33] – From star clinician to capable manager: building real leadership development[14:52] – Culture that sticks: 90-day onboarding, gratitude, and the Resilience Room[17:25] – Practical AI: policy analysis, job descriptions, and ambient scribes with human review[25:21] – Coach behaviors, not attitudes: “pinpointing” to drive changeTakeaways- Anchor HR decisions to mission and patient experience to sustain alignment and energy.- Fix pay first: run market reviews, prioritize high-impact roles, and secure CEO/CFO sponsorship.- Replace “poof, you’re a leader” with structured, hands-on manager training and clear expectations.- Design culture into the first 90 days—buddy programs, frequent check-ins, and visible recognition.- Use AI to shed tedium (policy comparisons, JDs, tone checks) and adopt ambient scribes to improve listening—always with human validation.- Hire for values, curiosity, and aptitude; teach the rest. Coach on observed behaviors, not attitudes, to improve performance with dignity.SponsorWisq introduces Harper, the world's first AI HR generalist designed to act like a virtual HR generalist for every employee. No more waiting on emails or digging through policies—Harper gives your team instant answers to HR questions, helps them navigate benefits and policies, and even routes more complex cases to the right person.By handling the repetitive requests, Harper frees up your HR team to focus on strategy and people, while ensuring employees always feel supported. It’s a smarter, more consistent way to deliver HR services at scale.See Harper in action at https://www.wisq.com/ (00:45) - Guest intro and the reality of caring for the caregivers (03:45) - Centering HR on mission: linking engagement to patient experience (07:10) - Compensation overhaul: market reviews, prioritization, and leadership alignment (10:10) - Results from pay investments: vacancy, turnover, and engagement turnarounds (12:33) - From star clinician to capable manager: building real leadership development (14:52) - Culture that sticks: 90-day onboarding, gratitude, and the Resilience Room (17:25) - Practical AI: policy analysis, job descriptions, and ambient scribes with human review (25:21) - Coach behaviors: building performance and dignity at the same time