People-led, tech-powered: Leading with heart in an era of AI
Heather Ann Preston is a pharmacy technician at a Walmart store in Brooklyn, Connecticut. I recently heard Heather Ann’s story about how she went above and beyond to help a visually impaired customer. The customer was interested in trying Walmart’s relatively new pharmacy delivery service, but had trouble figuring out if it was available to her. Even after a phone call with Heather Ann, the process still seemed confusing and uncertain, and the customer was close to giving up.
Heather Ann wouldn’t let that happen. Instead of leaving it at a phone call, she took the extra step by arranging to visit the customer’s home in person, walked her through the set-up and made sure the delivery was arranged correctly. For Heather Ann, it was simply about doing the right thing: “I’m always trying to help everybody. I’m a problem solver,” she said.
Her story is a reminder that, even as technology transforms the way we work, it’s people who make the real difference. At Walmart, we are focused on being "people-led, tech-powered," which is how we position our company for success. I’ve spent my career in human resources because I am passionate about aligning people for business impact.
Over the years of my career, it has reinforced that people are the heart of every organization. Transitioning from years leading human resources/people for a software company into retail it further underscores that the sector is a human business - serving customers and members as a result of people and technology. Technology is fundamentally transforming jobs and how we work. Artificial intelligence, automation and data are reshaping jobs and business models everywhere. But despite the acceleration of change, it’s still people who drive innovation, solve problems and create value.
That’s why I’m launching this Substack.
It’s a way to open a conversation about what it means to lead with a focus on people AND accelerate the opportunities that technology provides.
If you’re reading this, you probably care about the same thing I do: How to build workplaces where people thrive, even as the world around us changes at an accelerated pace. Here, I’ll share insights on how we can blend people-centric leadership with the rise of AI, explore the timeless importance of skills like empathy and clear communication and share stories of how investing in people drives real success. My goal with this space is to spark ideas and showcase that even as we embrace cutting-edge technology, it’s our humanity that sets us apart.
I care deeply about the so-called “soft” skills like empathy, communication and listening. In truth, I believe they are the hard currency of great leadership. Research shows that employees who feel understood and valued are more engaged, loyal and productive. Investing in people isn’t just the right thing to do. It also delivers results.
You’ll find a mix of thought leadership, practical tips and stories here. My hope is they’ll inspire, inform and spark conversation. We can foster a community where we learn from each other and celebrate what’s possible when we put people first.
Whether you’re a business leader, HR professional, Walmart associate or just passionate about building better workplaces, I invite you to join in. Share your questions, feedback, and experiences. Let’s build this together. I truly believe by doubling down on what makes us uniquely human — our creativity, empathy and integrity — we can harness technology to create a brighter future for our workplaces and world.
Thank you for being here at the start. I can’t wait to see where this journey takes us.
Comment below if there are specific topics you’d like me to address in upcoming editions.
Love this, Donna. Can't wait to read more. "Investing in people isn’t just the right thing to do. It also delivers results"--yes!
Hi Donna — I reached out to you two years ago when I first set out to build GroupHigher, a platform designed to reshape how we hire: not one person at a time, but full, trusted teams who already know how to work together.
Your words in this post resonated deeply with me. Like you, I believe people are at the heart of every great organization — and that technology should amplify humanity, not replace it. I recently revived my dream thanks to Base44 and, in just a few hours, built a working prototype of what I couldn’t fully bring to life in two years.
GroupHigher empowers companies to hire groups of professionals who already have trust, chemistry, and a shared work history — we call them “Flocks.” Whether it's a group of nurses, a skilled trade crew, or a startup dev team, we’re helping people work with their people. It's team-based hiring, built for the real world.
Thank you for championing people-first leadership in an AI-powered era. I’d love to share more about what I’m building, and how it’s directly inspired by voices like yours.