Maya Leibman, former Executive Vice President and Chief Information Officer (CIO) of American Airlines, offers an insightful perspective on leadership, technology, and the power of human connection.

Drawing on both personal experiences and her role in leading a 4,000-person technology team, Maya emphasizes the importance of face-to-face interaction in fostering collaboration and building strong teams. In her unique and engaging style, she explores how open office spaces and well-applied technology can create meaningful bonds that drive success in both personal and professional realms.

A Personal Lesson on Connection

Maya begins with a candid parenting story. One night, while reading a Harry Potter book to her son, he expressed a desire to be just like Harry. Without thinking, Maya responded, “So you wish you didn’t have any parents and were being raised by your evil aunt and uncle?” Her words, though unintended to harm, left her son in tears.

In that moment, she quickly realized the impact of her words and apologized, embracing the humbling power of saying “I’m sorry.” The experience underscored for her how crucial it is to be mindful of emotional connections and the healing that comes from understanding and forgiveness.

This realization became a cornerstone of her leadership philosophy, reminding her that human connection—whether at home or in the workplace—can be as critical as any technical solution.

Technology: A Tool for Human Interaction

Contrary to popular belief, technology does not diminish human interaction.

Instead, Maya argues that well-designed technology promotes it. She reflects on the rise of video conferencing tools like Skype and FaceTime, recalling a time when airline executives feared these platforms would disrupt air travel, much like Netflix affected Blockbuster. However, this disruption didn’t occur.

Why? Because “there is simply no substitute for face-to-face interaction.“

While technology can facilitate connections, it only enhances, not replaces, the need for real-life interaction. In fact, video calls often fuel a greater desire for in-person meetings, underscoring the fundamental human need to connect.

The Open Office Debate: Connection vs. Privacy

One of the more controversial decisions Maya made as a CIO was transitioning her technology team to an open office layout. Recognizing the heated debates around open office spaces, she approached the subject with humor, dubbing the detractors “soloists” and the supporters “harmonists.”

She candidly acknowledges the research highlighting the downsides of open offices—ranging from noise complaints to productivity concerns—but defends the decision based on a deeper understanding of human interaction.

Her reasoning is grounded in the Allen Curve, a concept from MIT research showing that physical proximity dramatically increases the likelihood of communication. According to the study, even a six-foot distance can significantly reduce the frequency of interactions. “What teams really need is for communication to be smooth and seamless,” Maya asserts, emphasizing that open offices can help foster this connection.

While not without its faults, the open office creates spontaneous moments of collaboration, like a team celebration that spread across the entire floor through laughter and clapping. This, Maya argues, is the essence of what the open office offers: a sense of community and a shared experience that closed-off cubicles simply can’t replicate.

Empathy and Connection: The Abraham Lincoln Approach

In a world where people often shy away from those they dislike, Maya offers a different perspective, quoting Abraham Lincoln: “I do not like that man. I must get to know him better.” She admits that, like most people, her initial instinct is to avoid difficult personalities, but Lincoln’s words serve as a reminder of the importance of understanding others.

In fact, she argues, human connection becomes a catalyst for problem-solving and innovation.

By getting to know others, particularly those we may not immediately connect with, we foster empathy and create stronger working relationships. Maya gives a powerful example from her company, where three flight attendants went above and beyond to care for an elderly passenger in distress, demonstrating the profound impact of empathy in action.

The Wrap

The need for genuine human connection is more vital than ever. Maya’s experiences underscore that while tools and spaces may evolve, the fundamental need for understanding and collaboration remains constant.

As she eloquently concludes, “Whether you’re a harmonist or a soloist, sit next to me, get to know me, and through that, we will create the most genuine and powerful magic in the world today.”