The panel discussion -2 emphasizes on the Changing Landscape in 2024 – AI Adoption, How Workforce Management Drives Customer Experience, and Building Organizational Resilience
International WFM Summit 2024 talked about the trending topics with global leaders
Global Leaders were part of the panel discussion discussing the trending topic, i.e. Changing Landscape in 2024 – AI Adoption, How Workforce Management Drives Customer Experience, and Building Organizational Resilience.
The panel discussion was moderated by Sunil Varyani, Esteemed panelists were: 1) Sushil Sharma, 2) Vidhi Shukla 3) Jayesh Rangras, 4)Subhashini Balakrishnan 5) Prakash Sreenivasan
The context for the Panel Discussion covered: The year 2024 is marked by rapid technological advancements, particularly in artificial intelligence (AI), which is reshaping industries, workforce management, and customer experiences. Organizations are increasingly relying on AI to streamline operations, enhance customer interactions, and gain a competitive edge. However, these developments also challenge managing the workforce, ensuring effective adaptation to new technologies, and building organizational resilience in the face of uncertainty. This panel will explore how companies are navigating these changes, the role of AI in driving customer experience, and the strategies needed to maintain resilience in a dynamic environment.
Context for the Panel Discussion: The year 2024 is marked by rapid technological advancements, particularly in artificial intelligence (AI), which is reshaping industries, workforce management, and customer experiences. Organizations are increasingly relying on AI to streamline operations, enhance customer interactions, and gain a competitive edge. However, these developments also challenge managing the workforce, ensuring effective adaptation to new technologies, and building organizational resilience in the face of uncertainty. This panel will explore how companies are navigating these changes, the role of AI in driving customer experience, and the strategies needed to maintain resilience in a dynamic environment.
Panel Discussion Questions:
- AI Adaptation and Its Impact on Workforce Management How are organizations integrating AI into their operations, and what are the biggest challenges they face in this process?
a).What strategies can businesses use to ensure their workforce is effectively trained and prepared for AI-driven changes?
b).In what ways can AI be used to enhance workforce productivity and decision-making?
Can you share some examples?
c).How do you balance the need for AI adoption with the potential concerns of job displacement and employee morale?
- The Role of Workforce Management in Enhancing Customer Experience How has the role of workforce management evolved in the context of delivering exceptional customer experiences in 2024?
a)What are some innovative ways companies are leveraging their workforce to create more personalized and seamless customer interactions?
b)How does effective workforce management contribute to the alignment of employee performance with customer satisfaction goals?
c)What are the key metrics organizations should track to ensure that workforce management practices positively impact customer experience?
- Building Organizational Resilience in a Dynamic Landscape What does organizational resilience mean in the context of today’s fast-paced and AI-driven environment?
a)How can companies build resilience to quickly adapt to market changes, technological disruptions, and unforeseen challenges?
b)What role does leadership play in fostering a culture of resilience and innovation within an organization?
c)Can you discuss any frameworks or best practices that organizations can implement to enhance their resilience in 2024 and beyond?
- The Intersection of AI, Workforce Management, and Resilience How can organizations align their AI strategies with workforce management to drive both customer satisfaction and organizational resilience?
a)What are the potential risks and rewards of heavily relying on AI in workforce management and customer service?
b)How can companies ensure that their AI initiatives are sustainable and adaptable to future challenges? Looking ahead, what trends do you foresee in the relationship between AI, workforce management, and organizational resilience?
Source: GWFM International Summit 2024
