There is no denying that artificial Intelligence (AI) has significantly altered the way cyberprofessionals view security. It is said that AI has “the potential to be as transformative as the steam engine was to the 19th-century Industrial Revolution.”1 If that is not enough, 92% of organizations plan to increase their AI investments over the next 3 years.2 These statistics show the clear impact of AI, as well as its vast potential and the significant benefits it can offer.
However, there must be a discussion that centers around the limitations of this technology. In its current form, AI excels at processing information but lacks emotional intelligence. Without this, it cannot form human connections or successfully lead within an organization. There are several reasons why this is the case.
Emotional Intelligence: AI’s Missing Link
The dictionary defines emotional intelligence as “the ability to recognize, understand, and deal skillfully with one's own emotions and the emotions of others.3 Even if AI could do the first and third parts of that (recognize and deal with emotions), it is impossible for something inanimate to do the second part—understand emotions.
AI technology cannot feel.4 This is incredibly important, especially in leadership positions, as emotional intelligence can make or break a team's success. Case in point: A Harvard Business Review study found that 90% of the top performers in leadership roles possess high emotional intelligence.5 It is not just a bonus or a supplemental trait for a leader; it provides the very foundation for a successful leadership role.
In its current form, AI excels at processing information but lacks emotional intelligence. Without this, it cannot form human connections or successfully lead within an organization.While AI can analyze data and optimize processes, it cannot understand or respond to human emotions, which are critical for building trust, fostering collaboration, and making nuanced decisions. This is similar to organizational leaders who have a great pedigree on paper but lack the interpersonal skills needed to effectively manage a team.
This type of leader might have impressive degrees from top-notch universities and be highly educated and data-driven; however, if they lack emotional intelligence, their effectiveness in leading people is going to be severely stymied. For example, they may not understand how to support a team member going through a personal crisis or underestimate the kind or amount of support someone in such a situation truly needs. Even in times without crisis, leaders lacking emotional intelligence cannot form real relationships with their team members, potentially creating a gap in the organization’s social fabric. This can affect not just organizational culture but also employee satisfaction and retention, ultimately harming an organization's ability to function efficiently in day-to-day operations.
AI Can Help, But It Cannot Lead
Of course, expecting technology to understand or express emotion is akin to asking a calculator to compose a symphony. It does not have the depth or the emotional or artistic capabilities. Take, for example, 2 key aspects of emotional intelligence: self-awareness and self-regulation.6 Self-awareness refers to knowing how you feel, something a machine clearly could not achieve. Self-regulation is about managing your emotions, maintaining your ethics, and holding yourself accountable.
AI can follow programming that attempts to emulate some aspects of emotional intelligence, but it will always ultimately need the direction of a human. Currently, AI technology cannot manage something it does not have (emotions) or formulate its own standards of ethics and accountability. These areas are critical for emotional intelligence and, therefore, leadership.
Agentic AI, the next wave of AI technology, is said to be able to interpret human emotions, show empathy, and grasp customer intent.7 While this is certainly a valuable innovation, it still does not change the fact that AI cannot feel. It is just getting better at being told how to determine what others are feeling based on cues. So, even with agentic AI, the technology still shines best in a supporting role. It is most effective at assisting with tasks and data processing, but should not be relied on for decision making or creative problem solving.
Consider the trouble Air Canada found itself in after its website chatbot provided incorrect information about the airline’s bereavement policy to a customer.8 The chatbot offered the customer a partial refund, which the airline later denied. Ultimately, a Canadian tribunal ruled that Air Canada is responsible for the information provided on its website, via chatbot or otherwise. Not only did the company have to refund the customer, but they also incurred legal costs and damage to their reputation throughout the ordeal. This is just one example demonstrating how human oversight is still vital when using AI technologies.
Problems with AI arise when users expect it to be something it is not. For example, instead of asking AI to create an organizational strategy, leaders must acknowledge that AI’s lack of adaptability and creativity will hold their organization back. Therefore, organizational leaders must utilize AI as a tool and avoid seeing it as a trustworthy decision maker.
Understanding Complex Human Factors Beyond AI’s Reach
There are plenty of areas in an organization where human judgment is required and irreplaceable. Consider international expansion, as an example. AI cannot understand regional markets or nuances in human relationships as a CEO can. In these situations, only human leaders can provide the ability to navigate cultural dynamics and make strategic decisions based on experience.
For instance, one might use AI to procure data about cloud-based companies in Singapore, which could be incredibly beneficial. However, AI cannot accurately assess whether one company or the other is the most strategic investment for an organization without understanding local context and organizational dynamics.
Similarly, AI might be able to analyze financial reports for a potential merger, identifying key patterns and trends. However, it cannot fully gauge the long-term impact of merging 2 organizational cultures, how employees might adapt, or how customer loyalty could shift—factors that rely heavily on human intuition and leadership.
Additionally, a wealth of insight can be gained through person-to-person conversations, where human leaders connect through calls or meetings. The value of these exchanges and the relationships they foster cannot be fully captured by AI technologies.
It is important to note that, while AI lacks true emotional understanding, it is increasingly being trained to recognize and respond to cultural data patterns in limited ways. AI can assist; it just cannot replace the depth of human leadership in culturally sensitive (or just sensitive) contexts.
Conclusion
AI is powerful, but it lacks the emotional intelligence and ability to form human connections needed for true leadership. This does not mean that the technology should be ignored; leaders must use it to support their work while refraining from relying on it to make critical decisions or replace human leadership. When leaders have emotional intelligence, creativity, and adaptability, they can harness the benefits of AI and thrive in a world that is increasingly shaped by powerful technologies.
Endnotes
1 Mayer, H., Yee, L., et al.; “Superagency in the Workplace: Empowering People to Unlock AI’s Full Potential,” McKinsey Digital, 28 January 2025
2 Cardillo, A.; “How Many Companies Use AI? (New 2025 Data),” Exploding Topics, 1 May 2025
3 Merriam-Webster, “Emotional Intelligence”
4 Marr, B.; “Why AI Will Never Truly Understand Your Feelings—And Why That Matters,” Forbes, 23 April 2025. Accessed 5 May 2025.
5 Landry, L.; “Emotional Intelligence Skills: What They Are & How to Develop Them,” Harvard Business School, 23 October 2019
6 Future Talent Learning, “What Are the Top 5 Characteristics of Emotional Intelligence in Good Leadership?,” 14 April 2025
7 Purdy, M.; “What Is Agentic AI, and How Will It Change Work?” Harvard Business Review, 12 December 2024.
8 Cerullo, M.; “Air Canada Chatbot Costs Airline Discount It Wrongly Offered Customer,” CBS News, 19 February 2024
Justin Rende
Is the founder and CEO of Rhymetec, a cybersecurity firm providing cybersecurity, compliance, and data privacy needs to SaaS companies. With more than 20 years of experience in cybersecurity, Rende has focused exclusively on developing the most innovative and customizable cybersecurity solutions for modern SaaS-based companies.