Workday announced a significant layoff of 1,750 employees, approximately 8.5% of its workforce, as it restructures to emphasize investments in artificial intelligence and further its international reach. CEO Carl Eschenbach believes that this shift could herald a new era of growth for Workday. However, analysts express apprehension regarding how these job cuts might impact customer service levels, suggesting that reliance on AI for support may not meet the high expectations of enterprise clients, and cautioning that the restructuring's management will be crucial in mitigating service disruptions.
"One way to try to prevent layoffs from affecting the level and quality of customer support is to avoid eliminating positions that are customer-facing or directly involve supporting clients."
"AI could help offset this by automating routine inquiries and streamlining the customer service process, but the largest concern, as in all similar cases, is whether AI support will be able to handle and improve the level of service that enterprise clients expect."
Collection
[
|
...
]