In episode 389, host Mike Petrusky speaks with Sophie Wade, a work transformation strategist, workforce innovator and well-known authority on the future of work. She is Founder of Flexcel Network where she advises executive leaders on human-centric, AI-driven change while also hosting her own show, the Transforming Work Podcast. Mike asks Sophie about her latest book, “Empathy Works: The Key to Competitive Advantage in the New Era of Work”, and why she believes we need a more holistic approach to workplace innovation, considering the human element and the psychology of collaboration. They explore the importance of integrating different departments such as facilities management, HR, and IT to create a cohesive work environment and discuss the role of technology and AI in shaping the future of work.
Agenda
- Integrating departments and functions to drive innovation
- Understanding the evolving role of facilities management
- Exploring the impact of technology on the future of work
- Recognizing the importance of leaders understanding employee experiences
- Emphasizing intentionality in how organizations work and use technology
What you need to know: Workplace takeaways
Takeaway 1: Integration across departments fuels innovation and organizational success
“The importance of integrating different departments and functions within an organization to drive innovation and success” is a central theme Sophie Wade emphasizes throughout the conversation.
Facilities management, HR, and IT can no longer operate in silos. Modern workplace challenges require cross-functional collaboration to gather better data, understand employee needs, and create environments that support productivity and well‑being.
Sophie explains, “We need to be talking to HR, we need to be talking to IT… to get more data, to have more understanding.”
For workplace innovators, this means intentionally building bridges between teams, aligning goals, and ensuring that workplace strategy is informed by diverse perspectives across the organization.
Takeaway 2: Technology is reshaping the future of work — but only if we use it intentionally
Sophie highlights the need to be mindful about how technology is used day‑to‑day. It’s not just about adopting new tools; it’s about understanding how they shape interactions, workflows, and employee experiences.
“Pay attention to what we’re doing with technology, how we’re using it, how we’re interacting with it,” she notes, emphasizing that our mindset influences how effectively technology supports us.
Organizations must be deliberate about:
- Choosing tools that enhance—not complicate—work
- Supporting employees in adapting to new technologies
- Ensuring tech decisions align with human needs and organizational goals
A positive, forward‑thinking approach to technology helps teams navigate change and build workplaces that are resilient and future‑ready.
Takeaway 3: Leaders must deeply understand the experiences of their people
Sophie stresses that leaders need to be attuned to what their team members are experiencing—not just operationally, but emotionally and psychologically.
“Leaders really think about what the experiences are of all of their team members and they’re kind of and really trying to understand.”
This requires:
- Active listening
- Empathy
- Curiosity about how work feels for employees
- A willingness to adjust systems and processes based on real human needs
When leaders understand their people, they can design better workplaces, support engagement, and drive meaningful organizational outcomes.
Workplace management insights
- Cross‑functional collaboration between FM, HR, and IT is essential for modern workplace success.
- Technology is transforming work, but organizations must be intentional about how they adopt and use it.
- Leaders who understand employee experiences can create more supportive and effective workplaces.
- A positive, future‑focused mindset helps organizations navigate change with confidence.
- Intentionality in work processes and technology use leads to better outcomes for teams and organizations.
- “Onwards and upwards,” as Sophie says, captures the spirit of embracing the future with optimism and purpose.
Explore the full library of Workplace Innovator podcast episodes for an in‑depth look at workplace insights.
Watch the full video here: https://www.youtube.com/watch?v=-7xgfp0aCzM&list=PLSkmmkVFvM4H3pwnlU2AuqynuRDpvnh4J&index=1
