Bridging the Digital Divide: Human-Centered Transformation
Today’s Digital Divide is the gulf in those skills which enable us to exploit digital technologies to add value to our lives. It’s about familiarity, transferrable skills, learning agility and confidence. The Digital Divide is as much a problem of Diversity, Equity & Inclusion, perhaps more so, than it is a problem of telecommunications infrastructure.
Bots Make Your Agents' Jobs More Difficult.
“Robots are 5 years away from taking all the jobs in customer service.”
The first time I heard that statement was 20 years ago at the start of my career in customer service. At the time I was just looking for a way to pay bills, but it was meant to be. I fell in love with call centers.
“All these jobs are going to be done by computers within 5 years.”
I soon realized how profoundly mistaken this statement was & how it would herald some of the greatest and most overlooked challenges of customer experience design.