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Description
Forrester predicts that by 2030, 49% of current customer service jobs will be lost to AI. As AI automates large parts of routine customer service operations, the human workforce’s core mandate will expand from directly interacting with customers to also directing, governing, and optimizing the AI agents that interact with customers or do work on their behalf. New jobs will emerge that are more data driven and technical. Workforce headcount will also shift.
Please join Kate Leggett and Laura Ramos as they explore which customer service jobs will be most impacted, how fast these jobs will shrink, which new jobs will emerge (and from where), and what you need to do now to address this oncoming and inevitable change.
Key takeaways:
- How customer service reps (CSRs) will direct, govern, and optimize AI that interacts with customers
- What the size and scope of large contact center or customer service organizations will look like in the future
- How to adjust your talent models to account for fast-moving tech and slower-moving cultural change
Target audience level: beginner and intermediate
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