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Latest future of work publications


108,000 retail jobs lost to automation and e-commerce since 2011

More than 100,000 high street retail jobs have been lost to automation and e-commerce since 2011, according to a report.

Women and regional workers were most affected as retailers cut traditionally female customer service positions in favour of extra warehouse roles which had mostly gone to men, the Royal Society for the Encouragement of Arts, Manufactures and Commerce (RSA) said.


Will AI ever be emotionally intelligent?

Being able to understand another’s emotions is undeniably a vital and defining characteristic for anyone looking to be successful in a customer-facing role.

But as we enter a new digital era, artificial intelligence (AI)-supported technology like chatbots are increasingly automating more of the customer experience. And more is on its way, from AI that can decipher good from bad calls, to machine learning that can translate phone conversations in real time.



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