Upgrade Your CX Team: Reskilling for the AI Age

AI is rapidly transforming the workplace. By 2028, 86% of employers predict their organizations will be powered by AI. Additionally, 80% of employees expect to utilize generative AI tools on the job.

In customer service, AI is changing the role of the agent; it’s making their jobs more strategic, more impactful, and, frankly, a whole lot more interesting. The challenge for CX leaders? Ensuring their teams have the skills to thrive in this AI-infused landscape.

So, how do you reskill and upskill your workforce to keep up with AI-driven CX? Let’s break it down.

Why Reskilling Matters in an AI-Powered CX World

Did you know?

• 74% of employees prefer to learn through their employer.

AI is transforming CX operations, handling everything from real-time sentiment analysis to automating routine inquiries. But it’s not about humans vs. machines; it’s about collaboration. The key is making sure your team is equipped to leverage AI effectively rather than being sidelined by it.