This book explores how empathy, a deeply human skill, can be integrated with Artificial Intelligence (AI) to drive innovation in digitally transforming organisations. Combining Design Thinking methodologies with AI capabilities, this book fleshes out the empathy-to-execution framework, a practical, scalable model for creating human-centric solutions across sectors such as telecommunications, education, entertainment, and digital services.

Based on practice and research, this book takes readers from qualitative discovery, including user interviews and stories, to AI-powered deployment with tools from large language models to conversational agents. Rather than allowing technology to control human values, the process ensures AI keeps ethics, creativity, empathy and humans in the loop.

Combining scholarly rigour with actionable strategies, and sector-specific cases, this book is an essential resource for scholars and students of innovation and organisation design, as well as leaders, designers, educators, and technologists seeking to harmonise innovation with human-centred design.

Introduces an original, actionable framework that translates empathy-driven insights into scalable AI-powered solutions Synthesises principles from Design Thinking, Artificial Intelligence, and Organisational Transformation Combines scholarly rigour with actionable insights, offering an analytical model with broad application

Autorentext

Francesca Mastrogiacomi is a Professor of Practice in Digital Innovation and Business Transformation at LUISS Business School in Rome, Italy. Her academic work focuses on Design Thinking, experiential learning, and emerging technologies in education. Professionally, she has led organisational innovation programs across sectors such as tech, media, and telecommunications, utilising human-centred design approaches. Her recent research delves into how large language models and conversational AI can inform empathetic leadership, training, and customer relationship models.

Inhalt

Chapter 1. Introduction: Why Empathy Matters in the Age of AI.-Chapter 2.Foundations of Empathy-Driven Innovation.-Chapter 3. Human-AI Collaboration: From Insight to Execution.-Chapter 4.Designing Emotionally Resonant Services.-Chapter 5. Metrics and Learning in an Empathic Organisation.-Chapter 6. Leading Cultural Change Through Empathy.- Chapter 7.Conclusion: Toward Responsible and Relational AI