Mind the Automation Gap: Why the Human Touch is Critical in the Public Sector

By Mind the Automation Gap: Why the Human Touch is Critical in the Public Sector Cheryle Walline

Digital automation has made its way to the public sector. But there’s at least one place where human interaction is – and always will be – vital.
Mind the Automation Gap: Why the Human Touch is Critical in the Public Sector
The headlines were breathless:

“Most Government Workers Could Be replaced By Robots, New Study Finds”

“Automation Threatens Public Sector”

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Do We Still Want Humans in Customer Service?

By Do We Still Want Humans in Customer Service? Holger Reisinger

In the quest to reduce costs, many organizations are automating customer service functions. But removing the human element from customer service can be bad for business. Here’s why.

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I couldn’t believe what I’d just heard.

I was on the exhibition floor at Enterprise Connect Conference in Orlando in March last year, when I overheard a marketing executive proudly announce, “We’re automating 97% of our customer service functions….” Continue reading