{"id":223715,"date":"2026-05-29T02:08:59","date_gmt":"2026-05-29T00:08:59","guid":{"rendered":"https:\/\/www.sma-sunny.com\/?p=223715"},"modified":"2026-05-29T02:10:33","modified_gmt":"2026-05-29T00:10:33","slug":"the-human-edge-in-the-age-of-ai","status":"publish","type":"post","link":"https:\/\/www.sma-sunny.com\/us\/the-human-edge-in-the-age-of-ai\/","title":{"rendered":"The Human Edge in the Age of AI"},"content":{"rendered":"<p><span data-contrast=\"auto\">Artificial intelligence is rapidly changing the way companies deliver\u00a0service. Predictive analytics, automated workflows, faster\u00a0diagnostics\u00a0and smarter data management are all reshaping customer expectations across the energy industry. But amid all the excitement around technology, there is still one thing that cannot be automated: trust.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">That was the focus of a recent conversation between SMA America\u2019s Trish Moratto and James Fox, Senior Director of Customer Service &amp; Key Account Management for Large Scale Service at SMA America.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In this interview, James\u00a0reflects on\u00a0the evolving role of service leadership in an AI-driven world, and why responsiveness, active listening and accountability still sit at the center of strong customer relationships.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<div class='avia-iframe-wrap'><div class=\"lyte-wrapper\" title=\"The Human Edge in the Age of AI\" style=\"width:1280px;max-width:100%;margin:5px;\"><div class=\"lyMe hidef\" id=\"WYL_lRjn4cHq1t8\" itemprop=\"video\" itemscope itemtype=\"https:\/\/schema.org\/VideoObject\"><div><meta itemprop=\"thumbnailUrl\" content=\"https:\/\/i.ytimg.com\/vi\/lRjn4cHq1t8\/maxresdefault.jpg\" \/><meta itemprop=\"embedURL\" content=\"https:\/\/www.youtube.com\/embed\/lRjn4cHq1t8\" \/><meta itemprop=\"duration\" content=\"PT6M50S\" \/><meta itemprop=\"uploadDate\" content=\"2026-05-28T20:06:20Z\" \/><\/div><div id=\"lyte_lRjn4cHq1t8\" data-src=\"https:\/\/i.ytimg.com\/vi\/lRjn4cHq1t8\/maxresdefault.jpg\" class=\"pL\"><div class=\"tC\"><div class=\"tT\" itemprop=\"name\">The Human Edge in the Age of AI<\/div><\/div><div class=\"play\"><\/div><div class=\"ctrl\"><div class=\"Lctrl\"><\/div><div class=\"Rctrl\"><\/div><\/div><\/div><noscript><a href=\"https:\/\/youtu.be\/lRjn4cHq1t8\" rel=\"nofollow\"><img decoding=\"async\" src=\"https:\/\/i.ytimg.com\/vi\/lRjn4cHq1t8\/0.jpg\" alt=\"The Human Edge in the Age of AI\" width=\"1280\" height=\"700\" \/><br \/>Watch this video on YouTube<\/a><\/noscript><meta itemprop=\"description\" content=\"What makes someone effective under pressure? How do great leaders build trust, navigate uncertainty and stay human while carrying enormous responsibility? Trish Moratto from SMA, sits down with James Fox for a conversation about leadership, resilience, decision-making and the realities behind high-performance environments. From communication and accountability to emotional intelligence and culture, the discussion explores the often-invisible dynamics that shape strong teams and organizations. This isn\u2019t a conversation about polished leadership theory. It\u2019s about the human side of leadership and what actually happens when the stakes are real. Watch the full conversation here and subscribe for more discussions with leaders shaping the future of energy, business and technology. #Leadership #EnergyTransition #Service #Solar\"><\/div><\/div><div class=\"lL\" style=\"max-width:100%;width:1280px;margin:5px;\"><\/div><\/div>\n<p>&nbsp;<\/p>\n<p><span data-contrast=\"auto\">James joined SMA America during a period of significant transformation within the company\u2019s service organization. While the tools available to service teams continue to evolve rapidly, he believes the foundation of customer relationships\u00a0remains\u00a0surprisingly unchanged.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cAI is a tremendous asset,\u201d James explained during the conversation. \u201cThe speed it gives us, the insights we can surface for customers around their systems and service needs, that is genuinely valuable. But the core of what builds a lasting customer relationship has been the same long before these tools existed.\u00a0It\u2019s\u00a0showing up as a human being who\u00a0actually cares.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">That philosophy shapes even the smallest interactions. For James, responsiveness is one of the clearest demonstrations of respect and accountability.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cIf someone reaches out, their message doesn\u2019t sit,\u201d he said. \u201cI aim to return every call or email within the same business day whenever I\u00a0possibly can. Because if they\u00a0have to\u00a0wonder whether\u00a0they\u2019ll\u00a0hear back,\u00a0that silence already says something.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The conversation also explored how AI can strengthen service rather than replace the human element. James described using tools that help summarize service histories, organize\u00a0information\u00a0and prepare for customer interactions more efficiently. But he was quick to point out that customers still recognize the difference between an automated response and a thoughtful conversation.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cThe customer on the other end knows the difference between a thoughtful response and a template,\u201d he said. \u201cThat distinction still matters.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">One of the strongest themes throughout the interview was the importance of active listening, especially in\u00a0difficult situations. James described his approach to high-pressure customer conversations as intentionally simple: slow down, listen carefully and let people feel heard before trying to solve the problem.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cPeople need to feel heard before they can hear you,\u201d he explained. \u201cSo\u00a0I give them the space to get it out completely.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Drawing from his military background and experience in de-escalation, James also discussed the value of finding common ground and lowering emotional tension before moving into problem-solving. That ability to reconnect on a human level often creates the conditions needed for productive conversations.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The interview closed with a discussion around honesty and follow-through,\u00a0two qualities James believes become even more important as technology accelerates expectations around speed and communication.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cI\u2019d rather deliver an honest, slightly uncomfortable answer than a promise I can\u2019t back up,\u201d he said. \u201cCustomers can handle uncertainty. What they\u00a0can\u2019t\u00a0handle is feeling misled.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">For SMA America, the conversation serves as a reminder that innovation is not only about technology. As the energy industry becomes increasingly digitized, the companies that stand out will still\u00a0be the ones\u00a0capable of combining technical excellence with genuine human connection.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cThe tools will keep\u00a0evolving\u00a0and we should use them,\u201d James said. \u201cThey make us faster and sharper. But the\u00a0reason\u00a0any of\u00a0this\u00a0works is because\u00a0there\u2019s\u00a0a real person on both sides of the conversation who wants a good outcome. Lead with that.\u00a0The technology\u00a0supports it. It\u00a0doesn\u2019t\u00a0replace it.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n\n\n<div class=\"kk-star-ratings kksr-auto kksr-align-left kksr-valign-bottom\"\n    data-payload='{&quot;align&quot;:&quot;left&quot;,&quot;id&quot;:&quot;223715&quot;,&quot;slug&quot;:&quot;default&quot;,&quot;valign&quot;:&quot;bottom&quot;,&quot;ignore&quot;:&quot;&quot;,&quot;reference&quot;:&quot;auto&quot;,&quot;class&quot;:&quot;&quot;,&quot;count&quot;:&quot;1&quot;,&quot;legendonly&quot;:&quot;&quot;,&quot;readonly&quot;:&quot;&quot;,&quot;score&quot;:&quot;5&quot;,&quot;starsonly&quot;:&quot;&quot;,&quot;best&quot;:&quot;5&quot;,&quot;gap&quot;:&quot;1&quot;,&quot;greet&quot;:&quot;&quot;,&quot;legend&quot;:&quot;5\\\/5 - (1 vote)&quot;,&quot;size&quot;:&quot;22&quot;,&quot;title&quot;:&quot;The Human Edge in the Age of AI&quot;,&quot;width&quot;:&quot;114.5&quot;,&quot;_legend&quot;:&quot;{score}\\\/{best} - ({count} {votes})&quot;,&quot;font_factor&quot;:&quot;1.25&quot;}'>\n            \n<div class=\"kksr-stars\">\n    \n<div class=\"kksr-stars-inactive\">\n            <div class=\"kksr-star\" data-star=\"1\" style=\"padding-right: 1px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"2\" style=\"padding-right: 1px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"3\" style=\"padding-right: 1px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"4\" style=\"padding-right: 1px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" data-star=\"5\" style=\"padding-right: 1px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n    <\/div>\n    \n<div class=\"kksr-stars-active\" style=\"width: 114.5px;\">\n            <div class=\"kksr-star\" style=\"padding-right: 1px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 1px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 1px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 1px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n            <div class=\"kksr-star\" style=\"padding-right: 1px\">\n            \n\n<div class=\"kksr-icon\" style=\"width: 22px; height: 22px;\"><\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                \n\n<div class=\"kksr-legend\" style=\"font-size: 17.6px;\">\n            5\/5 - (1 vote)    <\/div>\n    <\/div>\n<div class='printomatic pom-default ' id='id7506'  data-print_target='article'><\/div>","protected":false},"excerpt":{"rendered":"<p>Artificial intelligence is rapidly changing the way companies deliver\u00a0service. Predictive analytics, automated workflows, faster\u00a0diagnostics\u00a0and smarter data management are all reshaping&#8230;<\/p>\n","protected":false},"author":63,"featured_media":223727,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1314],"tags":[],"class_list":["post-223715","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-company"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Human Edge in the Age of AI - Sunny. 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