1 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 reskill employees so they can continue to add value to their employers and still find fulfillment in their career.
2 Process Drives Reskilling
Peggy and Paul Vragel, president, 4aBetterBusiness, talk about how everybody in an organization needs reskilling and process thinking needs to be pervasive. He says these are common misconceptions: change cannot happen quickly and people are resistant to change. Employees can be part of the solution, not part of the problem. Even more, if you are going to automate something, you need to understand that a whole lot better.
3 Radical Outcomes
Peggy and Juliana Stancampiano, author, Radical Outcomes and entrepreneur and CEO of Oxygen, discuss how training or reskilling of employees is really broken. She says we have strayed so far from the market where we started with corporate education for employees. Further, they talk about perfection in today’s fast-moving culture—and that now is the time to determine what is good enough.