Dentons CEO: The One Thing AI Can't Replace May Be Your Biggest Competitive Advantage

We are navigating an exceptional era characterized by unprecedented access to diverse markets and seamless collaboration across global sectors. The integration of AI into our daily operations not only enhances efficiency but also liberates our time for creativity and strategic exploration—ushering in what can be described as a new golden age of business. However, this rapid advancement raises a crucial question: have we lost sight of the foundational principle that drives our success—trust?

As our world has expanded, technology has fostered closer connections, yet it has also heightened our collective yearning for meaningful human interactions. While the ease and cost-effectiveness of virtual communication are undeniable, we must recognize that spontaneous moments of connection—such as casual conversations in an elevator or bonding over shared interests while getting coffee—possess intrinsic value beyond mere small talk. Informal engagements, like brief feedback exchanges during chance encounters, are more than just efficient; they can profoundly impact collaboration and understanding when timely feedback is exchanged.

Although AI has optimized our workflows, it has catalyzed important discussions surrounding trust and authenticity. Our most recent report reflects ongoing concerns about an over-dependence on AI, suggesting that this reliance may inadvertently diminish our chances for genuine human connection. For instance, when we seek insights from AI, we may forfeit real-time interactions—such as soliciting a colleague’s feedback on a proposal or discussing strategies for a challenging conversation.

Moreover, the report indicates that fostering robust stakeholder relationships is a crucial factor in achieving superior business results. These relationships are often cultivated during the everyday informal exchanges, where creating space for genuine interactions facilitates trust-building.

This dynamic is particularly significant in light of how global work environments are evolving. According to the 2026 Edelman Trust Barometer, while trust in various institutions and leaders may be waning, it is actually on the rise within our immediate circles, including relationships with coworkers and employers. Trust, it seems, is indeed cultivated closer to home.

When trust flourishes within our teams, open communication follows suit. Team members are more inclined to express their opinions candidly, challenge differing perspectives, or voice concerns. This exchange may sometimes create tension, yet, in an atmosphere of mutual respect, such dynamics can be constructive. Trust cultivates an environment conducive to evaluating all ideas—whether positive or negative—ultimately leading to enhanced insights, superior outcomes, and fostering innovation.

Organizations poised for success in the future will adeptly balance the urgency of rapid progress with the commitment to nurturing the people and relationships that facilitate that advancement. While technology will continue to shape our operations, it is trust that will ultimately dictate our achievements. Here are some key insights I have gained through experience.

Invest in Meaningful Connection

During the pandemic, we excelled at prioritizing human connection—the essence of our interactions. Leaders took proactive steps to engage with their teams beyond mere transactional discussions. In the face of challenges, our focus shifted to fostering meaningful relationships that we missed due to enforced social distancing. At Dentons, I host a 'gratitude hour,' dedicated to expressing appreciation through notes acknowledging commendable work. Such small yet impactful gestures are instrumental in making individuals feel valued and fostering trust.

Make Your Organization Feel Smaller

In larger organizations, facilitating meaningful connections becomes increasingly vital to enhance inter-team cohesion and bridge various business segments. Encouraging local leaders and teams to communicate enhance knowledge exchange and sharing of best practices. We have intentionally established global communities aligned with our clients' priorities, providing opportunities for our staff to collaborate toward shared objectives—primarily centered around our clients' success. When individuals possess a common purpose, collaboration becomes more seamless and trust naturally develops.

Lead by Listening

Whether engaging with team members or clients, our priority should be to ensure individuals feel genuinely listened to. This involves transcending the traditional approach of town hall meetings to having in-depth discussions with new hires and younger employees to understand their perspectives. For our clients, it entails dedicated time to comprehend their needs thoroughly before offering solutions. Valuable conversations and insights often emerge during these engagements. Personally, I have discovered that allocating time in my weekly schedule for check-ins with colleagues can yield significant results. This approach is both straightforward and effective.

Be Consistent

How we present ourselves to clients and team members plays a significant role in building trust. Consistently delivering on commitments, exhibiting reliable behavior, and minimizing unexpected surprises are essential. A recurring theme I sense from clients is the expectation of experiencing Dentons as a unified entity, even when managing matters across multiple jurisdictions. Consistency in service, collaboration, and responsiveness serves as a tangible foundation for trust, while inconsistency can swiftly undermine it.

As business leaders, our instinct may be to pursue rapid growth, scalability, and operational efficiency. However, amidst the chase for expansion and speed, it remains crucial to remember a fundamental aspect of sustained success—trust. Unlike technology, trust cannot be automated or expedited; it is cultivated through consistent actions, meaningful relationships, and authentic human connections.