Work Reimagined: Hilton's New Research on AI, Human Skills, and the Future of Work - 2026 Next Practices Weekly

Next Practices Weekly welcomed Laura Fuentes, Chief Human Resources Officer and Head of Hilton Supply Management at Hilton, for an insightful discussion on Hilton's newly released workforce research, The Hospitality Mindset: A New Blueprint for Culture and Performance for Any Industry. Drawing on findings from more than 2,000 U.S. workers, Laura challenged one of today's biggest assumptions about AI: while technology is transforming how work gets done, organizations that outperform will be those that invest even more intentionally in uniquely human capabilities. She shared how Hilton is helping leaders embrace AI as a business accelerator while strengthening the culture, trust, and leadership practices that drive long-term performance.

Moderated by i4cp's Kevin Oakes and Tom Stone, the conversation explored how HR leaders can move employees from AI anxiety to AI agency by building confidence, curiosity, and continuous learning. Laura highlighted Hilton's "Hospitality Mindset" as a blueprint for creating workplaces where employees feel connected to purpose, supported by managers, and empowered to innovate. The discussion reinforced that future-ready organizations will pair technological advancement with intentional investments in leadership, culture, and meaningful employee experiences.

Key Topics Discussed

Building AI Agency Instead of AI Anxiety: Hilton's research highlighted the importance of helping employees build confidence with AI through leadership, learning, and practical support.
Putting Humans at the Center of the AI Revolution: While AI is transforming work, trust, empathy, creativity, and purpose remain the competitive advantage that drives organizational performance.
The Hospitality Mindset as a Leadership Advantage: Laura shared how intentional leadership behaviors that foster trust, belonging, and meaningful connections can strengthen culture in any organization.
Managers as the Most Important Culture Builders: Hilton emphasized investing in managers to create employee experiences that inspire engagement, accountability, and performance.
Creating Future-Ready Organizations Through Curiosity and Continuous Learning: Organizations that encourage experimentation, adaptability, and continuous learning will be better positioned to thrive in an AI-enabled future.

As organizations continue to navigate rapid workforce transformation, HR has a unique opportunity to shape what comes next. This session offers research-backed insights and practical leadership strategies that Human Capital leaders can apply immediately to build stronger cultures, accelerate AI adoption, and create workplaces where people - and business - thrive. Be sure to watch the recording to hear Hilton's compelling vision for the future of work firsthand.

Resources Shared

Change Ready Assessment - Ready to build a stronger, more change-ready culture? Take i4cp’s Change Ready Assessment and receive instant results: Take Assessment
The AI-Enabled HR Operating Model – Download Executive Brief. Explore i4cp's latest research on how AI is reshaping HR roles, structures, and operating models in future-ready organizations. Access The AI-Enabled HR Operating Model Executive Brief.
2027 i4cp Next Practices Now Conference - Stay ahead of emerging HR trends at i4cp's 2027 Next Practices Now Conference, where HR executives gather in a vendor-free environment to gain practical insights and strategies that drive immediate impact. Register today

To ensure open discussion, this event was exclusively for HR practitioners. Vendors and consultants were not permitted to attend.