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Malavika Vinoy

Turning strong custo... • 1m

At the 25th anniversary of Infosys’ flagship internship programme, InSTEP, founders NR Narayana Murthy and Nandan Nilekani shared something we all know deep down, but often forget in the AI buzz: Skills like empathy, learnability, leadership, and teamwork aren’t going anywhere. And in Customer Success and business growth, these aren’t just nice-to-haves, but they’re the reason customers stay, grow, and advocate. AI can speed up workflows and automate answers. But trust? The ability to read the room, guide hard conversations, and calm tense moments? That’s still deeply human. I see it every day. The professionals who move the needle don’t just know their product, they understand people. They listen, adapt, and lead with empathy. AI might be the tool. But you are still the differentiator. What do you think? What’s one skill you believe AI will never replace?

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