At the Administrative Professionals Conference 2025, bestselling author and workplace strategist Erica Keswin took the stage to address one of today’s biggest questions: What does it mean to lead like a human in an age driven by technology?
Her keynote, How to Be a Great Human Leader in the Age of AI, brought clarity—and comfort—to an audience of administrative professionals navigating rapid change. With stories that ranged from Blackberrys on the beach to stroller chaos on the streets of New York, Keswin reminded attendees that while technology is here to stay, our humanity must stay in charge.
“The default use of technology degrades connection,” she said. “But when we’re intentional, we can leverage it to connect on a deeper level.”
From Tech Overload to Human Connection
Keswin began her talk with a personal story of evolution, from the early excitement of remote work in the Blackberry era to the overload of juggling two phones, three kids, and constant notifications. The “sweet spot,” she said, isn’t about rejecting technology; it’s about learning when to use it and when to put it in its place.
That realization sparked her 25-year mission: to find the balance between tech and human connection. After interviewing hundreds of leaders and writing three Wall Street Journal bestselling books (Bring Your Human to Work, Rituals Roadmap, and The Retention Revolution), Keswin has learned that the most successful workplaces are those where people feel seen, connected, and valued.
The Three Things Great Human Leaders Do
At the heart of Keswin’s message was a simple, actionable roadmap. “Great human leaders,” she said, “do three things exceptionally well.”
- They connect people to purpose.
Sharing a famous NASA story, Keswin recounted how President Kennedy once asked a janitor what he did at the space agency. His answer? “I’m helping to put a man on the moon.”
That sense of shared purpose, Keswin said, directly impacts performance: “Companies whose employees feel a sense of meaning at work outperform the stock market by nearly 70%.” - They connect people to others.
In a hybrid world, connection takes effort and intention. “The absence of intentionality,” Keswin warned, “is a recipe for resentment.” She encouraged admins to create moments of connection through what she calls the “three Ps”: purpose, protocols, and presence. Whether it’s setting clear meeting rituals, designing in-person gatherings that matter, or simply putting your phone face down when talking to someone, these small choices signal respect and foster trust. - They connect people to themselves.
Keswin urged attendees to think not only about how they support others, but how they nurture their own growth. “Professional development needs to be taken personally,” she said. In an era where career paths are less linear than ever, lifelong learning is essential and deeply human.
The Human Advantage
To illustrate the power of genuine connection, Keswin shared a story that left the room buzzing: a Cornell study on firefighters that found teams who shared more meals together saved more lives. “The firefighters who ate together the most,” she explained, “built stronger relationships—and those relationships literally saved lives.”
Her takeaway? The same principle applies in every workplace. “Leaders who create connection are the ones who won’t be replaced by AI,” Keswin concluded. “Because empathy, trust, and purpose can’t be automated.”
Moving Forward
For administrative professionals, who are often the cultural glue of their organizations, Keswin’s message resonated deeply. Technology will continue to evolve, but the real competitive edge lies in how humans use it to elevate one another.
As APC 2025 wrapped up, her final challenge lingered in the air:
How can you bring more humanity into your leadership, your meetings, and your workday?
