Paul Turley
Senior Director, ServiceNow Ireland
Ireland's digital future: Keeping people at the heart of AI transformation
As Ireland continues to cement its position as a leading digital hub in Europe, a critical question emerges: How do we ensure that our AI-driven transformation remains fundamentally human?
Recent research from McKinsey (1) reveals a telling insight; AI high performers attach significantly greater importance to keeping humans in the loop than their lower-performing peers. This isn't just about corporate strategy; it's about recognising that technology's true value lies in amplifying human capability, not replacing it.
At ServiceNow, we work with Irish organisations that understand this principle intimately. Take Kerry Group, for instance. As a global Irish company operating across multiple continents, Kerry has transformed its employee experience through AI and automation, but with a crucial distinction: they've never lost sight of the human element.
Jacqueline McGirr, Kerry Groups VP of Global Change and Employee Experience, articulates this beautifully in a podcast when she emphasises that AI should remind us of the enduring need for sensitivity, empathy, and human interaction. Rather than focusing solely on service level agreements, Kerry prioritises experience performance indicators; measuring how employees feel about their interactions with technology and services.
This human-centred approach to digital transformation represents a significant opportunity for Ireland. Ireland’s reputation as a technology hub has been built on infrastructure and investment, but our next chapter should be defined by how we deploy these capabilities. The question isn't whether Ireland can compete on AI adoption, it's whether we can lead on responsible, human-augmented AI implementation.
As we develop Ireland's digital workforce, we must invest not just in technical skills but in the uniquely human attributes that make technology meaningful: critical thinking, empathy, change management, and the ability to identify where automation enhances rather than diminishes human work.
The future of work in Ireland will be shaped by organisations that understand AI as a tool for human empowerment. Companies operating here have a unique opportunity to demonstrate that the most sophisticated digital economies are those that put people first, using technology to free employees from mundane tasks whilst creating space for creativity, strategic thinking, and genuine human connection.
Ireland's digital future is bright, but only if we remember that behind every algorithm, every automated process, and every AI agent, there should be a clear purpose: making work more human, not less.
(1) McKinsey's "The State of AI in 2025" report, published in November 2025 https://www.mckinsey.com/capabilities/quantumblack/our-insights/the-state-of-ai