Leadership, Empathy, and AI: Insights from Caroline’s Journey at KPMG
In the latest episode of our HR podcast OpenUp at the workplace, we had the pleasure of speaking with Caroline Tervoort, the Chief People Officer of KPMG and recipient of the prestigious Chief People Officer of the Year 2023 award.
With a rich career spanning consultancy, executive leadership, and advisory roles, Caroline shared her unique insights on leadership, psychological safety, and the role of AI in the workplace. Here’s a look into our inspiring conversation.
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About our HR podcast guest:
Caroline’s career has mainly taken place in the people domain where she has fulfilled various roles both externally – as a business consultant – and internally as (international) Chief People Officer. She has worked amongst others as Group HR Director at Stage Entertainment and HR Director Benelux for Danone. Currently, she is the CPO at KPMG NL. In her spare time she likes to immerse herself in art and culture and loves sports like running and boxing. Caroline is married and has two sons.
Topics Covered In this Podcast Episode:
The People-Driven Journey
Caroline’s career journey is deeply rooted in her passion for understanding people. Starting as a strategy consultant, she quickly gravitated toward the people domain, driven by her fascination with human interactions, social dynamics, and the complexities that come with them.
“I’ve always loved people,” Caroline shared. “The magic of the human brain and the dynamics of social interactions drew me to psychology. It’s in this space where you can make the most impact—aligning people strategies with business goals.”
Switching between consultancy and internal executive roles, Caroline’s career has been shaped by her desire to stay relevant and bring fresh perspectives. This adaptability, she explained, has been critical in navigating the ever-changing landscape of people management.
Leadership Through Empathy
Caroline emphasised the importance of empathy as a cornerstone of modern leadership, especially in the wake of the pandemic. At KPMG, the focus has shifted toward what Caroline described as “empathic leadership,” where leaders are encouraged to stay close to their teams and clients while also taking care of themselves.
“Listening is one of the most essential leadership skills,” Caroline said. “True listening means understanding, not reacting. It requires putting aside your own agenda and biases to meet people where they are.”
To foster this approach, KPMG implemented programs like ID Impact, which raises awareness about unconscious bias, and PTO (Predictability, Teaming, and Open Communication), a methodology designed to balance empathy with productivity. By encouraging open conversations about personal and team needs, these initiatives create a foundation of psychological safety while driving results.
Psychological Safety: A Layered Approach
Psychological safety is more than a buzzword at KPMG—it’s a strategic priority. Caroline introduced a layered model that breaks down psychological safety into measurable components, such as inclusion safety and challenger safety. This model provides clarity, ensuring discussions about safety remain actionable rather than abstract.
“Psychological safety means creating an environment where people can be themselves and speak their minds without inhibition,” Caroline explained. “It’s about lowering thresholds for conversations, even around sensitive topics, and fostering a culture of mutual respect.”
The insights gleaned from annual safety measurements and structured conversations help KPMG leaders address specific concerns and build a culture where employees feel heard and valued.
The Intersection of AI and People Management
As AI continues to transform the workplace, Caroline believes in embracing its potential while staying mindful of its limitations. At KPMG, AI is seen as a tool to alleviate repetitive tasks, allowing employees to focus on more complex and fulfilling work.
“AI won’t replace the human touch—it complements it,” Caroline stated. “We need people with strong relational and critical thinking skills to navigate the complexities of decision-making and ethical dilemmas.”
KPMG’s internal AI tools have already started to boost productivity, particularly in advisory roles, by streamlining data analysis. However, Caroline highlighted the importance of training employees to use AI effectively and ensuring that its implementation aligns with the company’s values.
A Commitment to Growth
Throughout our conversation, one theme stood out: Caroline’s unwavering commitment to growth—both her own and that of the people she leads. From her studies in social sciences and psychology to her willingness to take bold leaps, such as studying abroad and switching roles, Caroline’s journey exemplifies the power of curiosity and lifelong learning.
“Taking the plunge has always been part of who I am,” she reflected. “Staying curious and open to new experiences leads to beautiful opportunities.”
What’s Next?
As Caroline continues to navigate her leadership role at KPMG, she remains focused on fostering psychological safety, leveraging AI for good, and building a people-centric culture that drives both individual and organisational success. Her vision for the future is clear: stay true to herself, stay curious, and continue making an impact.
To hear the full conversation with Caroline and dive deeper into her insights on leadership, empathy, and the evolving workplace, listen to this episode of OpenUp at the workplace. It’s a discussion that promises to leave you inspired and reflective.
