03/12/19 Automating Customer Service

Peggy Smedley says automation is turning industries upside down, narrowing in on customer service. She points to examples in hospitality and fast food and poises the question: How do we prepare workers for a new world in an age of automation? She says we need to talk about how to re-skill employees so they can continue to add value to their employers and still find fulfillment in their career.