Customer service should not be diminished at any price


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“The key place where work should be done is on the combination of training and the ongoing development of employees as this feeds directly through to impacting the customer interaction.”


project – ‘Robots versus Humans’ – that will launch in July and looks at robots and automation with a focus on three areas: what are organisations doing now with AI; the customers’ point of view; and the employers’ point of view. Causon says it is very early days in the


development of AI and that she is being “careful not to scaremonger, it’s not doom and gloom”. She adds: “AI will grow but I do not see it as a bad thing. I’m happy to self-serve for things like train tickets and receive recommendations and if AI makes life easier then it’s positive. AI can release people to add value, with higher levels of empathy. We’d have a rise in the level of customer experience.” Her biggest worry does not involve robots


taking over the world, because her view is that humans need human interaction, but is instead around those companies that become internally- focused and cut costs when they come under pressure.


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