Overview
AI will redefine every role on your team.
That means AI agents won't just automate customer service, they'll reshape it entirely. Roles will shift from reactive issue handling to AI supervision, service design, exception management, quality optimization, and workforce orchestration.
In this on-demand webinar, guest speaker Kate Leggett, Forrester VP and Principal Analyst, shares an inside look at what CX leaders need to know about workforce strategy, reskilling, staffing models, and the human-plus-AI operating model taking shape across customer experience.
You'll walk away with a practical workforce transition model that identifies which roles shift, which roles emerge, and the staffing and reskilling implications to bring into your own planning conversations.
In this session, we explore how to:
- Tie reskilling spend to a defensible workforce model
- Retain critical talent as AI reshapes service roles
- Avoid blind headcount cuts that erode service quality
- Enter budget and planning cycles with evidence-backed answers
This session shows how to evolve your workforce for your AI strategy.
