AI Emerges as Key Priority for IT and Customer Experience Leaders in the Future of Work: 8×8 Report
AI has become the key priority for IT and customer experience (CX) leaders as they navigate the future of work and the changing workplace landscape over the next six years. The latest Future of Work: 2030 Vision Report by 8×8 sheds light on the opinions of over 400 IT and CX leaders from organizations worldwide, providing valuable insights into the projected makeup of the global workforce in 2030, technological priorities, and challenges ahead.
The report highlights distinct shifts in attitudes towards AI, with the technology exploding in importance. Across regions, priorities and concerns vary, showcasing the diverse approaches to embracing AI in the workplace. In the UK, for example, AI is tied as the top tech priority alongside cloud communications, indicating a strong focus on leveraging AI capabilities for enhanced business operations.
Interestingly, UK leaders are leading the charge in adopting single-vendor cloud-only environments, with a significant percentage of firms fully migrating and consolidating their communication and contact centers. This forward-thinking approach positions the UK as a frontrunner in preparing for the multifaceted challenges of the future of work.
When it comes to the future of CX employee experience, UK leaders rank AI, big data, and cloud communications as the most impactful technologies. However, there is a sense of skepticism regarding AI’s impact on job creation, with a majority believing that AI will take more jobs than it creates. This sentiment is in contrast to the global average, highlighting the UK’s unique perspective on the role of AI in the workforce.
Looking ahead to 2030, UK IT and CX leaders envision a shift towards shorter workweeks, with a significant percentage believing that full-time employees will only need to work three or four days a week. This prediction aligns with the growing trend of hybrid working arrangements, where video meetings are expected to be the primary communication tool.
Despite the challenges posed by cybersecurity, digital transformation, and digital disruption, UK leaders demonstrate a high level of preparedness compared to the global average. This readiness extends to addressing CX leaders’ top challenges, such as talent retention, meeting customer expectations, and reducing operational costs.
Overall, the UK stands out as a leader in embracing AI, cloud technologies, and innovative work practices to shape the future of work. With a defined strategy in place for the future of work, UK business leaders are well-positioned to navigate the evolving workplace landscape and drive success in the years to come.
