FEATURE
analyze data, but integrates human emotions at critical decision points, empowering leaders to make better- informed choices. “Our design philosophy is rooted in one principle: AI that understands, empathizes, and ultimately transforms how we work, live, and connect,” says Anushka Ashok, behavioral science lead at Fractal. “By designing AI in line with the needs, context, and user goals, we can create a future where emotions meet data. One in which AI completes the decision-making cycle and becomes an invaluable partner in business leaders’ decision-making, enabling better outcomes, stronger connections, and sustainable growth.” Aligned to this thought, Julie Jensen- Hall Global E2E SC D&A Director, Mars Pet Nutrition shared, “When most people think about AI, visions of a futuristic fully automated control room with robots come to mind. While that may be true in some industries, Consumer Goods Supply Chain AI is more realistic and simplistic in its approach. At Mars, the heart of our supply chain is getting our pet parents quality product at the right place and time. Mars supply chain teams and associates are central to making decisions that balance cost, cash and service to serve our customers.” AI in supply chains is not about replacing that human decision-making but rather enhancing it with speed, precision, and new insights. Whether it’s a more optimized truckload to reduce carbon emissions with less trucks driven or an optimized demand plan which eliminates over production and waste, AI augments human capabilities. As leaders, it’s our job to ensure that AI serves the human element at the core of our supply chains - empowering our teams and improving pet parent experiences. Emotions are strategic in this process. Leaders need to guide our teams through the technological
shift with empathy and transparency, ensuring everyone feels supported and part of the transformation. We need to ensure our teams are successful in this journey by upskilling associates in the AI framework using our in-house Mars University to remove the shroud around what AI is and isn’t. When we understand the technology and what’s in it for us and our pet parents, it addresses the emotional response of anxiety and fear with empowerment instead. Our Mars Central Pet Nutrition Data and Analytics team is also a facilitator of this journey. We are not just building a data foundation and products; we are fostering an environment of trust and transparency where our functional peers can leverage our skillset to demystify and co-create true digital transformation. “This human-centric approach ensures that AI is a partner in delivering sustainable, impactful solutions that benefit both our people and the planet. By listening closely to the needs of our business and pet parents, we are creating future-proof solutions that are as emotionally intelligent as they are data-driven.” Over the next few years, the way enterprises embed emotions in their measuring, decision-making and user experiences will become a key competitive differentiator. Many have already begun this journey, and for those that haven’t, now is the time to start. There are so many ways that emotional intelligence in AI can transform the enterprise. The key question is: How could it transform yours?
Contributors:
Julie Jensen-Hall Global E2E SC D&A Director, Mars Pet Nutrition
Terri Bresenham Co-founder, Forte Health Advisors
Raj Aradhyula Chief design officer, Fractal
Jieya Rawal Designer and researcher, Fractal
Vijay Raaghavan Head of enterprise innovation, Fractal
Anushka Ashok Behavioral science lead, Fractal
Ramchand Matta Design strategist , Fractal
Vijayalakshmi Murali Senior UX designer, Fractal
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Volume 10 ai:sight by Fractal
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