By Lori Karin

Leaders in all industries are facing constant uncertainty — from new technologies to shifting workforce expectations. Ambiguity, while challenging, is also a catalyst for innovation and authentic leadership. At the recent #GovHR2025 Conference, where I had the privilege to speak and participate as a panel member, HR professionals across government sectors came together to explore how empathy, adaptability, and technology are reshaping both leadership and customer experience.

Leadership Lessons From Ambiguity

As I shared in my recent presentation, “Leading Through Ambiguity,” leadership is not about having all the answers; it’s about walking with your people through the unknown. The most effective leaders lean into empathy, resilience, and courage, even when guarantees don’t exist. They understand that ambiguity creates stress and can drain morale, but pretending it isn’t real only undermines credibility. Instead, leaders must acknowledge discomfort, admit when they don’t have all the answers, and invite their teams into a process of continuous learning. Rather than clinging to outdated “maps” of prescriptive direction, leaders who adopt a “compass” mindset of values-driven, adaptable, and directional purpose can guide teams with clarity and authenticity. Principle-driven leadership, built on authenticity, transparency, and trust, helps individuals find meaning even when the path isn’t clear.

Customer Experience at the Intersection of HR and Technology

These leadership principles translate directly into how we think about customer experience in a rapidly changing environment. During a panel discussion with Alicia Dube, Executive VP, HCM Transformation and Workday Practice Lead, Groundswell, we shared how HR practices and technology together are reshaping service models. Just as employees look to leaders for clarity in times of ambiguity, customers look to organizations for stability, empathy, and responsiveness.

• Human-Centered HR Practices: Customer experience excellence begins with employees who feel empowered, supported, and trusted. HR plays a critical role in fostering cultures where frontline employees are heard, valued, and engaged. By listening first, co-creating direction, and celebrating small wins, organizations not only retain talent but also create service experiences rooted in authenticity and care.
• Technology as an Enabler: Technology, from AI-driven chatbots to predictive analytics, is not about replacing the human element but about amplifying it. When designed thoughtfully, these tools free employees to focus on complex, relationship-driven interactions that build trust with customers. Technology also provides leaders with real-time data and frontline insights, enabling strategic decisions that are both informed and adaptive.

Turning Uncertainty Into Opportunity

The challenge for leaders is not to eliminate uncertainty but to navigate it with humility, courage, and honesty. As I reflected in my presentation, it reminds us that ambiguity is brutal, but it’s also the proving ground of leadership. The same holds true for customer experience. Those willing to embrace uncertainty, empower their people, and leverage technology will not just survive disruption; they will define the new standard of service excellence.

About the Author

Lori Karin, SPHR, Vice President, Strategy, is a retired executive of Human Resources in the federal government. Her background specializes in human resources process efficiency, organizational redesign, and leadership development. Her expertise in change management enables leaders to navigate complex transitions with clarity and resilience.