Shifting Skills - What AI and Automation Mean for Support

When:  Sep 11, 2019 from 1:30 PM to 3:30 PM (ET)
Associated with  Skyway

Every day, we hear more about the impact of Artificial Intelligence (AI) in the workplace.  Publications and analyst sites are foretelling of massive changes coming to the world of service and support.  Instead of prognosticating about what might happen, this presentation will discuss what is really going on - right now - what impact it is having on jobs, and what it means for the skills support analysts will need from now on.  Based on HDI and other research, the presentation will cover:

  • The differences between AI, machine learning and automation
  • The plans of organizations to invest in these technologies in the near future
  • The impact on the workforce
  • What you should be planning and doing right now to prepare
  • The skills the support center will need in the future
Roy Atkinson, Sr. Writer/Analyst, HDI | InformaTech
HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. He was inducted into the HDI Hall of Fame in 2018. Follow him on Twitter @RoyAtkinson


1898 Nuccio Parkway
Tampa, FL 33605
Event Image


Cay Robertson