{"id":1673,"date":"2026-04-06T09:47:11","date_gmt":"2026-04-06T07:47:11","guid":{"rendered":"https:\/\/swisswhoswho.ch\/?p=1673"},"modified":"2026-04-07T13:04:30","modified_gmt":"2026-04-07T11:04:30","slug":"major-interview-susanne-ruoff","status":"publish","type":"post","link":"https:\/\/swisswhoswho.ch\/en\/interviews\/major-interviews-the-big-conversations\/major-interview-susanne-ruoff\/","title":{"rendered":"Major Interview - Susanne Ruoff"},"content":{"rendered":"
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1<\/h2>\t\t\t\t<\/div>\n\t\t
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How do you define the role of a leader in a world where artificial intelligence is rapidly transforming businesses and organisations?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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A leader in the age of artificial intelligence must be able to adapt his or her skills quickly and intelligently. Even in times of uncertainty and complex situations, he must guide his team with a clear vision while creating an environment based on trust.<\/p>

With data and analysis now available \u00abat your fingertips\u00bb, leadership is evolving more towards a role of strategic guidance and direction, combined with the ability to make sense of things and take decisions.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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2<\/h2>\t\t\t\t<\/div>\n\t\t
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Which human and emotional skills are becoming the most important for leaders in the age of AI?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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In the past, leadership was strongly linked to experience: leaders had often been in many situations before and had more information - and information meant power.<\/p>

Today, many employees have access to the same information. So it's becoming even more important to know how to interpret it, use it responsibly and make decisions collectively.<\/p>

For me, the most essential skills are judgement and critical thinking - especially in uncertain situations where there are no obvious answers.<\/p>

Empathy towards people also remains decisive, as does the ability to take decisions while integrating ethical considerations and understanding the human impact. Building trust within teams with diverse perspectives is fundamental for me.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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3<\/h2>\t\t\t\t<\/div>\n\t\t
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You led the major digital transformation of Swiss Post. How can a leader encourage the adoption of AI while maintaining the trust and commitment of teams?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The digital transformation at Swiss Post required much more than the introduction of new tools and processes. Above all, it meant supporting employees in the face of the uncertainty associated with change.<\/p>

Emotions play an important role. Employees may wonder whether they will be able to keep up with the pace, whether they will be able to acquire the new skills they need, or even fear for their jobs.<\/p>

These reactions are human. It is essential to discuss them openly, as this creates a climate of psychological security and builds trust.<\/p>

In my experience, it was particularly important to explain the \u00abwhy\u00bb. It was essential to communicate why digital transformation was necessary.<\/p>

It was also important to show the benefits for the company, its customers and its employees.<\/p>

For me, it was also crucial to stay close to the teams. So we organised weekly events for employees across Switzerland to explain what we were doing, why we were doing it and how we were doing it.<\/p>

It was also essential to actively involve employees in the change process.<\/p>

A good example was the choice and introduction of new connected portable devices. A group of experts made up of postmen and women were able to test and evaluate these devices, becoming an integral part of the solution.<\/p>

When people understand the meaning and purpose of a change, fear diminishes - it doesn't disappear completely, but it becomes more bearable. That's why ongoing communication is essential.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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4<\/h2>\t\t\t\t<\/div>\n\t\t
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In your opinion, what decisions must absolutely remain human despite the advances in automation?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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In the age of AI, the question is not what humans can still do, but rather what only humans can do.<\/p>

Leaders have to make decisions in the face of a great deal of uncertainty and complexity. To do this, they must use their judgement and critically evaluate all available data and information.<\/p>

AI can provide answers and analysis in seconds. But judgement, ethical responsibility, trust and understanding of human consequences remain profoundly human skills.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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5<\/h2>\t\t\t\t<\/div>\n\t\t
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How can leaders manage the ethical issues linked to the use of artificial intelligence in their organisation?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The highest governing body of a company - the board of directors and the executive team - must define clear ethical guidelines for the use of AI and ensure that transparency and human control are maintained.<\/p>

It is also essential to regularly check for possible bias or discrimination in the algorithms and to train employees to critically question the results produced by AI.<\/p>

It is essential to have a code of ethics, backed up by specific guidelines on the use of AI.<\/p>

The international guidelines of the OECD (Principles on AI) and those of the European Commission (Ethics Guidelines for Trustworthy AI) may also be useful.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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6<\/h2>\t\t\t\t<\/div>\n\t\t
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In a world of constant transformation, what do you think defines an inspirational leader?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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An inspirational leader provides direction, especially in times of uncertainty and change. He or she brings together diverse perspectives, builds strong teams and creates an environment in which trust, empathy and innovation can flourish.<\/p>

This is how we create the conditions needed to actively shape change and explore new avenues.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

1 How do you define the role of a leader in a world where artificial intelligence is rapidly transforming businesses and organisations? A leader in the age of artificial intelligence must be able to adapt his skills quickly and intelligently. Even in times of uncertainty and complex situations, they need to guide their team with a clear vision [...].<\/p>","protected":false},"author":1,"featured_media":1678,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"elementor_theme","format":"standard","meta":{"_acf_changed":false,"pmpro_default_level":"","footnotes":""},"categories":[28],"tags":[33],"class_list":["post-1673","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-major-interviews-les-grandes-conversations","tag-a-la-une","pmpro-has-access"],"acf":[],"yoast_head":"\nMajor Interview - Susanne Ruoff - Swiss Who's Who<\/title>\n<meta name=\"description\" content=\"Susanne Ruoff explique pourquoi le jugement, l\u2019esprit critique et l\u2019\u00e9thique sont devenus essentiels pour les leaders face \u00e0 l\u2019IA.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/swisswhoswho.ch\/en\/interviews\/major-interviews-the-big-conversations\/major-interview-susanne-ruoff\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Major Interview - 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