We are kicking off a research series on the future of work for "production services," with a focus on administrative and customer service jobs where a high degree of automation is projected. Basically, cognitive computing may do to white-collar jobs what robotics did to blue-collar jobs. This may lead to radically different work patterns and unintended consequences. Enterprises risk blindly bringing in advanced analytics without a best practice approach that covers change management and identifies gaps in the formerly human-driven process that affect compliance, customer experience, and efficiency. To date, few are doing serious thinking about a force that will lead to a restructuring of work that is more profound and far-reaching than the transition from the agricultural to the industrial age.
Please take or send this survey to businesses contemplating or using smart machines to augment human-based processes. They will receive a free copy of the report.