“ The pace of delivery, the pace of innovation and technology, has rapidly changed,” Anton Reid said. “Things that used to take a few months might take a week now or days, so we are able to move much, much faster, and this doesn’t just affect us as engineers.”
ANTON REID, SENIOR DIRECTOR OF ENGINEERING, ALTOVITA
answers back. Next we evolved specialised agents that could do things continuously and autonomously, and now we have agentic workflows where AI agents can actually communicate and work together to get the job done with even less human input into that specific task.” This in turn has led to a change in the role of
customer service representatives, who are having to do less of the very slow and tedious and mundane tasks, and who now can automate these tasks, freeing up time to focus on valuable human interactions. Despite the gloomy predictions of mass numbers of people losing their jobs, this could actually free up humans to do more interesting jobs and perform roles that cannot be done by machines. “There has been a huge discussion around how
AI is going to come along take everyone’s jobs,” Seb Hammond said. “There will be jobs that will go but then what does that mean for the human experience? I can see in our organisation, specifically, if we can take away some of those mundane tasks, then front line people can learn new things and improve upon the way that they work.” He said this would free people to upskill because
they have extra bandwidth, and that would be the differentiating factor between humans and AI, leading to a better and more interesting career role.
REWRITING THE RULES: DISRUPTING TEMPORARY HOUSING WITH DATA & AI TO IMPROVE EMPLOYEE EXPERIENCE One of the key pain points for assignees when they are moving abroad is finding accommodation that meets their family needs, is in the right area with suitable amenities and is within the organisation’s budget. In a panel moderated by Apurva Poddar, Senior Client Development Manager, AltoVita, key industry panellists debated how AI and deep data collection can make the process more efficient and provide information on sustainability criteria too. The panellists were Carla Campbell-Smith, Global
Move Manager, Squarepoint Capital, Karen FitzGerald, VP Head of Global Mobility, NBC Universal and Emma Balogun, Talent Mobility Business Partner, EMEA and APAC, Stripe.
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Starting the debate, Karen FitzGerald said that a lot
of corporate housing has historically been quite sterile and lacking personality. “At NBCUniversal we focus very heavily on the
employee experience,” she explained, “and one of the things that we were troubled with, was that we didn’t work with organisations that truly understood those properties. They had not vetted them, and in in some situations, especially post-Covid, when a number of properties have been sitting vacant for a long time, we had a lot of challenges around quality and availability. “What we were finding, as well as we were paying
a lot of money for properties that really were not up to the standard that we were expecting for our people, our employees had their own personal stance on what they required. That can have an impact on people’s well being, people’s enjoyment of their assignment, and their time in another country. It’s really, really important to get it right.”
ENSURING THE HUMAN TOUCH WORKS SEAMLESSLY WITH AI Emma Balogun, Talent Mobility Business Partner, EMEA and APAC for Stripe, said global mobility was highly emotive, and that empathy and understanding were still very important ingredients in a successful mobility programme. “The simple answer is we need to have a blended
approach,” she explained. “We take a hybrid approach at stripe and we are very user centric. It is also a very high performance driven environment, so we are all being encouraged to use AI and to automate processes and streamline where we can.” At Stripe, she said there is now a standing agenda
item each quarter where teams are being welcomed to give feedback on wins they have had in terms of automating processes, streamlining and sharing efficiency gains and ideas. “Automation and AI is great for the mundane tasks
and repetitive tasks, for offering that 24/7 support, and for really simple questions, but we are always going to need the human touch as well,” she said. She highlighted how Global Mobility is hugely
emotive, and companies are always going to have cases that are nuanced and need a more experienced person to make a final decision. “We are going to need strategic decision making,
empathy, understanding, and that is where we still need the human touch,” she said. “We have probably all had examples where we have been using customer service, and you get as far as you can with the chat bot, and you just need to speak to a human. So I think that helping your AI understand at which point it needs to bring in a human is really important.” She described the system at Stripe were anybody
wanting HR advice has to raise a ticket, and then they will fit the query in a set topic. However, quite often, once someone has logged that ticket, she will get a personal Slack message asking for a chat, because the issue is sensitive or personal, and the person would prefer to have a conversation with a human. “They say: I’d much rather talk it through with you in person. So whether it is temporary living solutions, or
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