SoftServe Chief People Officer explains why psychological safety and active listening are key to guiding teams through human-centric AI adoption.
Emma Coppin
Multimedia Content Lead, Thought Leadership and Customer Stories
Workday
For Paolo Emilio Testa, SoftServe’s chief people officer, the most significant shifts in a company don’t happen on a computer screen. They happen in the quiet moments of realization when an employee feels capable of tackling a new challenge. With a career spanning over 25 years across global tech and financial sectors, Testa has learned that leadership is less about directing traffic and more about "unlocking talent" by fostering an environment of psychological safety.
In an era where organizations are racing to implement AI, Testa is steering SoftServe toward a different kind of priority. He believes that while a technical roadmap is essential, it is the individual's experience—their confidence and sense of value—that ultimately determines if a transformation takes root or withers. To Testa, the "human signal" is the metric that truly matters.
Leadership is less about directing traffic and more about "unlocking talent" by fostering an environment of psychological safety.
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The heart of Testa’s approach is a move away from the traditional corporate rollout. He views AI adoption as a deeply personal journey of behavioral evolution rather than a mandatory software update. Under his guidance, SoftServe’s strategy has become an exercise in active listening.
“What began as an attempt to measure adoption quickly became something deeper: a window into how people experience change,” Testa reflects. “What we learned through our listening program is simple: AI transformation happens when behavior changes. And behavior changes when people feel heard, not instructed.”
"What we learned through our listening program is simple: AI transformation happens when behavior changes."
Testa has pioneered a shift in how SoftServe defines success. His team evaluates progress through a holistic three-pronged framework:
By prioritizing mindset, Testa has uncovered a vital leadership truth: there is often a significant gap between how a manager perceives progress and the actual lived experience of the team. Closing that gap requires more than better tools; it requires a culture where people feel safe enough to be honest about what they don't yet know.
Testa’s vision extends into the very fabric of professional development at SoftServe. He has championed the integration of AI reflection into annual performance cycles, but with a focus on character rather than just output. Rather than measuring AI time savings, Testa invites his team to consider how the technology improved the quality of their work and how it aligned with the company’s core values.
This approach transforms AI from an additional task into a part of an associate’s growth. It signals that at SoftServe, using AI with judgment and integrity is more important than simply using it often.
One of Testa’s most significant contributions to SoftServe’s global culture is the move toward Differentiated Support. Recognizing that a "one-size-fits-all" approach to learning rarely works, his team uses data-driven AI adoption personas to tailor support to individuals.
Whether supporting a "skilled but skeptical" veteran or guiding an "enthusiastic but under-skilled" newcomer, Testa’s strategy ensures that every individual’s path is recognized as unique. For Testa, the ultimate goal isn't just a tech-savvy workforce; it’s an empowered one where every person feels equipped to navigate the future with confidence.
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