Watch on YouTube. In this session we discuss the following: The challenges agents are facing while working from home What solutions can help them overcome th...
In this session we discuss the following:
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SAP’s workforce AI developments and IKEA’s agent-reskilling model reveal a wider CX shift. Today, automation is taking on more routine work, while WFM leaders must build the skills, governance, and capacity plans needed to protect service and grow value.
Francesca Roche · 12 Oct 2026
Thames Valley Police and Hampshire and Isle of Wight Constabulary say their AI agent, Bobbi, now automates around 75% of public contacts, but the real test is making sure the right 25%, the vulnerable and high-harm cases, reach a human operator on the 24/7 digital desk
Rob Scott · 5 Oct 2026
This week’s developments show why workforce planning must connect automation, employee capacity, governance, and customer service outcomes. CX organizations need to understand which work disappears, which moves to AI, and which still requires human judgment.
Francesca Roche · 5 Oct 2026