On February 17, 2026, Conduent Incorporated, a global leader in technology-driven business solutions, released new research that illuminates the ever-evolving balancing act faced by Human Resources (HR) teams. As organizations across the world race to modernize their HR operations—adopting artificial intelligence (AI) and automation in the process—the enduring value of genuine human interaction remains front and center. According to Conduent’s latest report, Humanizing HR: The 2026 State of Experience in the New World of Work, the challenge for HR professionals is clear: embrace the efficiencies of technology while never losing sight of the empathy and personal connection employees crave.
This new research builds on Conduent’s 2023 survey, which first explored the nuanced relationship between employee satisfaction and HR engagement. The 2026 findings, however, reveal that the stakes have only grown higher. Employees who feel genuinely cared for and recognized by their employers are, as the data shows, far more likely to report high satisfaction, stronger engagement, and a lasting commitment to their companies. The numbers tell a compelling story: 79% of employees now say their interactions with HR directly influence how loyal they feel to their employer, a notable increase from 73% just three years prior.
The report, published by Conduent on February 17, details the shifting landscape of HR technology and human experience. According to the study, 38% of HR leaders plan to use AI for administrative efficiency, while 35% intend to leverage AI for employee self-service. These figures point to a growing confidence in technology’s ability to streamline routine tasks and empower employees to manage their own HR needs. Yet, the human touch remains irreplaceable—81% of employees say they still prefer interacting with a real person when it comes to sensitive or complex issues. This preference has barely budged since the previous study, underscoring just how deeply employees value empathy and understanding during pivotal moments.
It’s not just about efficiency, either. Employees continue to rate convenience, competence, and caring as the most important aspects of their HR interactions. Specifically, 77% value convenience, 79% value competence, and 72% value caring—numbers that have held steady since Conduent’s earlier research. In other words, while technology can deliver speed and accuracy, it’s the sense of being understood and supported that truly drives satisfaction and loyalty.
Conduent’s report also highlights the parallel paths HR teams are traveling as they pursue both exceptional employee experiences and advanced digital transformation. The study notes a shift from basic digital upgrades to more sophisticated strategies, such as data integration, global harmonization, and closed-loop feedback mechanisms. Technology has certainly improved access and efficiency, but the most meaningful employee experiences are still those that make people feel seen and valued.
HR professionals themselves are redefining what it means to “humanize HR” in a world increasingly shaped by technology. When asked about the most important characteristics of effective HR experience and delivery, 59% of HR leaders cited the need for a scalable technology footprint across Human Capital Management systems. Meanwhile, 51% emphasized the importance of intuitive, direct access for employees to information and transactions, and another 51% pointed to the value of consolidating enterprise data into a single source of truth. Additionally, 48% highlighted the significance of closed-loop processes that gather and act on employee feedback, ensuring that the employee voice is not just heard but acted upon.
Kimberly Marshall, Chief Commercial Officer at Conduent, summed up this balancing act succinctly: “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.” According to Marshall, Conduent is helping clients deliver integrated experiences that blend AI-driven resources with caring, human support. The company’s Life@Work Connect platform is a prime example, offering a comprehensive suite of advanced AI capabilities that integrate HR, health, retirement, and wellness data into personalized employee journeys. This approach not only simplifies everyday decisions for employees but also drives better outcomes for organizations.
One standout feature of this platform is Conni, an AI-powered assistant built on Microsoft Azure OpenAI Service. Conni helps employees navigate their benefits, improves decision-making, boosts satisfaction, and reduces the number of inquiries that require direct support from HR agents. By offering secure, intelligent, and scalable support, Conni exemplifies how technology can enhance—not replace—the human element in HR. As Marshall puts it, “We’re helping clients deliver integrated experiences that combine AI-driven resources and support and agent care.”
The report’s findings also reinforce the idea that HR teams are at a crossroads. On one hand, the promise of automation and AI is undeniable: greater efficiency, reduced costs, and the ability to handle vast amounts of data. On the other, the need for empathy, understanding, and genuine care has never been more pronounced. Employees want their HR teams to be both competent and compassionate, leveraging technology to make their lives easier without sacrificing the personal connection that builds trust and loyalty.
Conduent’s research paints a picture of HR departments that are evolving rapidly, but always with an eye on the human side of work. The company itself is no stranger to this balancing act. With a global team of approximately 51,000 associates and a client base that spans commercial, government, and transportation sectors, Conduent leverages cloud computing, artificial intelligence, machine learning, automation, and advanced analytics to deliver mission-critical solutions. Their approach is rooted in the belief that digital transformation should enhance—not diminish—the employee experience.
For organizations looking to navigate this new world of work, the message is clear: don’t lose sight of the human connection, even as you embrace the efficiencies of technology. As the data from Conduent’s 2026 report shows, employees are paying close attention to how they’re treated—and their loyalty depends on it. The most successful HR teams will be those that find the sweet spot between cutting-edge innovation and timeless empathy, creating workplaces where people feel both empowered and cared for.
As HR leaders and employees alike adapt to this evolving landscape, one thing is certain: the future of work will be defined not just by the tools we use, but by the connections we foster. And in that future, the human touch still matters most.