The Power of Connection in the Age of AI: Insights from Kirryn Zerna at the ICMS Symposium

In an era where artificial intelligence (AI) is reshaping industries and redefining human interaction, Kirryn Zerna, keynote speaker at the ICMS Symposium, delivered a thought-provoking address on ‘The Power of Connection in the Age of AI’. 

Her message was clear: while technology offers unprecedented opportunities, it is our uniquely human ability to connect, build trust, and create a sense of belonging that will truly set us apart.  

The ICMS Symposium: A Hub for Thought Leadership

The ICMS Symposium is a key event where leaders, industry experts, and graduates come together to discuss innovation, education, and industry trends.  

Organised by the International College of Management, Sydney (ICMS), it’s a space for sharing ideas, building connections, and inspiring future professionals.  

This year’s theme focused on the power of connection in the age of AI, sparking engaging conversations and practical takeaways, with Kirryn’s keynote being a highlight of the day. 

Branding Beyond Products: The Lingering Effect

Kirryn began her keynote with a playful branding exercise, reminding the audience that brands are not just products made in factories but stories created in the minds of consumers.  

She likened branding to perfume; something that lingers long after the initial interaction. This metaphor set the stage for her central theme: the importance of creating meaningful, lasting impressions in a world overwhelmed by distractions. 

In a time when attention is scarce and communication channels have multiplied by 30% since the pandemic, Kirryn emphasised the need for organisations to cut through the noise.  

She quoted Thomas Kless of Ogilvy, who aptly described our era as one of “media abundance and attention scarcity.”  

The challenge, she noted, is not just to capture attention but to sustain it through trust and connection. 

Trust: The Foundation of Connection

Kirryn identified trust as the cornerstone of human connection, especially in the age of AI.  

Drawing on research from the Edelman Institute, she highlighted that trust drives loyalty, advocacy, and long-term relationships, whether with students, team members, or customers.  

However, she warned that trust is fragile and increasingly difficult to maintain in a world where misinformation and skepticism abound. 

She broke trust into three key elements: 

1. Reliability: Doing what you say you will do. 

1. Public Trust: Building a credible reputation through consistent actions and messaging. 

1. Relational Trust: The human element that technology cannot replicate – authentic, face-to-face connections. 

Kirryn shared a poignant example of how relational trust can falter, recounting the downfall of Nokia.  

Once a market leader, Nokia’s inability to foster open dialogue within the organisation and adapt to change led to its rapid decline.  

“Nokia didn’t have a technology problem; it had a trust problem,” she explained, underscoring the importance of creating safe spaces for candid conversations. 

The Masks We Wear: Balancing Authenticity and Professionalism

One of the most compelling parts of Kirryn’s keynote was her exploration of the metaphorical “masks” we wear in professional and personal settings.  

Drawing from Japanese culture, she introduced the concepts of tatemae (the public face) and honne (the true self).  

While masks are necessary in certain high-stakes moments – such as crisis communication or compliance – they can hinder genuine connection if worn all the time. 

Kirryn encouraged the audience to consider when to take the mask off, especially in high-stakes moments that require vulnerability and authenticity.  

She cited Patrick Lencioni’s insight that “the key ingredient to building trust is not time, it’s courage.”  

By sharing personal stories, asking thoughtful questions, and delivering honest feedback with care, we can encourage deeper connections and build bridges of trust. 

Tribe: Creating a Sense of Belonging

Kirryn also discussed the concept of “tribe”, the shared identity, rhythms, and rituals that create a sense of belonging within organisations.  

She used examples ranging from Scottish clans to Taylor Swift fans (affectionately known as “Swifties”) to illustrate how rituals reinforce identity and enhance loyalty. 

In the context of education and workplaces, Kirryn posed thought-provoking questions: 

• Can every team member clearly articulate who we are and why we exist? 

• Are our rhythms – such as meetings and feedback loops – aligned with our goals? 

• What rituals can we create to celebrate milestones and welcome new members? 

These micro-moments of connection, she argued, are the building blocks of a strong culture that attracts, retains, and inspires people. 

The Human Edge in the Age of AI

While Kirryn acknowledged the incredible potential of AI to enhance communication and efficiency, she stressed that technology cannot replace the human touch.  

“Our systems can automate, and our tech can replicate, but they cannot replace the creativity, capacity, and connection that only people can bring,” she said. 

She concluded with a powerful image of Princess Catherine and Prince William kneeling to connect with children at eye level, a moment that captured the essence of human connection.  

“In this age of AI, connection is your edge, and its effect is your superpower,” Kirryn said, leaving the audience with a renewed sense of purpose and possibility. 

Final Thoughts: Connection as Currency

Kirryn’s keynote was a call to action for leaders, educators, and professionals to prioritise human connection in a digital world.  

By building trust, belonging, and embracing authenticity, we can navigate the challenges of the AI era and create lasting impact. 

As the ICMS Symposium demonstrated, the future is not just about adapting to technology but about leveraging it to amplify what makes us uniquely human.  

Connection, as Kirryn so eloquently put it, is the currency of the future, and it’s one we can all invest in today. 

Read more about the ICMS Symposium and speakers here.