The Future Of Work - Skills for the 21st Century

The right Skills will be needed in the new economy - and globalisation and technological change (the so-called “New Machine Age/4th Industrial Revolution”) is making skills that we used to have redundant - FAST!! 

We will need to have the necessary skills needed to cope with this massive change.... 

How  will we be able to upskill ourselves when the necessary skills required are changing so fast?

An OECD survey identified some of the issues that need to be addressed:- 

• The Transition from School to Work 
• Return to Skills 
• Skill Mismatch 
• Skill Use at the Workplace 
• Changing Comparative Advantage and Global Value Chains (GVCs) 
• The Fourth Industrial Revolution - major impact on the demands and the supply of skills 
• Lifelong Learning - this is key 
• Ageing-skills-productivity-wages 
• Inequality
• Wellbeing - Life Balance  

 

A detailed white paper can be found here https://read.oecd-ilibrary.org/education/skills-for-the-21st-century_96e69229-en#page10

 

My big take on this, is that for you to survive and thrive in the modern economy, you need to learn how to learn! 

We were priviliged to host a brilliant mastermind lunch with world leading innovators and disruptors Heather McGowan and Chris Shipley 

What do you want to be when you grow up?

• 65% of jobs on the market don’t exist yet
• 47% of current jobs will be automated
• Only 27% of students will work in their major 
• And most jobs will only exist in 5 industries! 

In the past, you would do a degree, learn your trade, and ou were qualified. That does not cut it any more. Because things are changing so fast, what you learnt a few years ago will be redundant, and if you do not learnt “new way” of doing things, you will be left behind. 

The reality of change is the norm, and is you are to keep up with the times, you will need to break through your comfort zone of what you know, because what you know will become redundant 

Lifelong learning is key 

Is it relevant for you to learn them now (as in a few years time , they will be different anyway) 

 

In 10 years time, jobs that exist today will be redundant, but there will be more jobs that will be needed , which will be augmented by AI. 

What are the 5 things you need to know to survive and thrive in the new economy?

• Get comfortable being uncomfortable
• Know your why (your purpose)
• Learning agility is the bomb
• Unbundle work and talent 
• Reorganisation required reorientation 

 

This is an exciting time for people who are open to change, and are willing to learn how to learn .

We were really priviliged to host a brilliant session by world leading experts, Chris Shipley and Heather McGowan 

Spark published a brilliant article on the future of jobs 

https://issuu.com/bsicomms/docs/spark_mag_jan_final.compressed/c/s4zw7ca

So what do you the skills are that you think will be in demand in 2050?

 

Finalists for World Changing Ideas

AeroFarms, AeroFarms
Aidbox, Aidbox
AI-powered aeroponics, GrowX
Automated cricket farms, Aspire Food Group
The Children’s Scrappy News Service, Going to School
Classy Passport, Classy
The Climate Museum, The Climate Museum
Deep Influence, Golden
Dell ocean-bound plastics packaging program, Dell
A Digital Geneva Convention, Microsoft
Disaster Maps, Facebook
Empatico, Kind Foundation
Equity-Centered Community Design, Creative Reaction Lab
The Fairness Project, The Fairness Project
Flow Kana, Flow Kana
Generation WV Impact Fellowship, Generation West Virginia
Global Social Network for Voters, Re-Invent Democracy
The Harry and Jeanette Weinberg Career Academy, Aspire
The Impak Coin, Impak Finance
InvestEGGator, Paso Pacífico
Microsilk, Bolt Threads
MissionU, MissionU
The Online Hate Index, Anti-Defamation League
Ontario Basic Income Pilot, Government of Ontario
Patreon, Patreon
The Pay Equity Explorer, ADP
Perspective, Alphabet’s Jigsaw
Project Gigaton, Walmart
Slimbox, Slimbox
Sustainable Product Optimization Tool, L’Oréal
Visa champions a cash-free society, Visa
Wellville, Wellville
Your American Dream Score, Galewill

Which one do you rate?

Why Business needs Artificial Intelligence

What exactly is artificial intelligence and why are people talking so much about it? Put in plain and simple words it is computer doing the job which are now being done by men using their intelligence. 

It could be jobs related to speech recognition, visual perception, translating between languages and decision making just to name a few. 

Hence, AI over a period of time could become extremely essential and even indispensable for almost all types of business. 

We are sharing a few reasons as to why it is important to understand the benefits and advantages associated with artificial intelligence for the overall improvement of efficiency and productivity or organizations.

 

Why Business needs AI for marketing

Walmart patents the robot bee

Source: inspired from  Chelsea Gohd - World Economic Forum 

Walmart has filed a patent for robot bees that will help pollinate in the same way as living bees.

Image: REUTERS/Jamal Saidi

Walmart has just filed a patent for autonomous, robot bees. The patent specifically covers “pollination drones.” These tiny robots could act just like bees, pollinating crops autonomously.

The robot bees would operate using sensors and cameras to help them navigate. Flying around autonomously, these drones could potentially pollinate as effectively as the real thing.

Image: Polynoid/Greenpeace/Vimeo

These bee robots are one of six Walmart patents for farming drones that would do everything from monitor crop damage to spray pesticides. Incorporating autonomous robots into farming could cut costs and increase agriculture efficiency.

Why’s Walmart’s sudden interest in farming drones?

 Well, they  do sell food - and here’s a way of getting involved at the beginning of the supply chain.

Human plus AI - using the best of both worlds

https://www.matchboard.com.au/MatchBoard/Forms/Article/How-AI-can-help-in-customer-experience.aspx

Let’s look at how AI is currently being used to help deliver great customer experiences, and what some of its applications will be as the technology matures.

An overview of AI

AI isn’t just chatbots and virtual assistants like Siri, Alexa and Google Home. AI is also the magic behind machine learning, advanced analytics (Big Data), speech recognition and Natural Language Processing, text-to-speech and speech-to-text, voice and image recognition, interaction routing, dynamic WFO, workflow and business process automation, speech and emotion analytics, intelligent assistants, web self-service, marketing automation, predictive behavioural analytics, and many others.

In short, AI touches upon almost all areas of business and is particularly prevalent in technologies to do with customer interactions via the contact centre, website, mobile apps, social media, and even face-to-face.

CX challenges are technology challenges

According to several recent reports, customer experience professionals see technology as the biggest barrier towards delivering the digital, omnichannel, proactive, and personalised experiences their customers increasingly demand.

The lack of integration of systems, both within and into and out of the contact centre, along with data silos, poor analytics, and the inability to deliver seamless service across multiple channels are all still big issues.

In its various guises, AI can help with all of these.

5 ways AI can help with customer experience

Despite some of the overblown stories in the popular press, implementing AI does not mean firing all our staff and replacing them with robots or self-service systems.

In most cases AI will be helping humans to better and more efficiently anticipate and meet customers’ needs with the aim of improving loyalty, reducing churn and improving acquisition results all while managing costs.

Here are five examples:

1. Allow human staff to do what humans do well. Chatbotsand other self-service systems (intelligent FAQs, IVR) can handle routine enquiries, leaving complex and emotional cases for humans to deal with. People are good at empathy and creative problem solving so a chatbot or IVR front-end can screen out simple queries and route complex ones to the appropriate team after some initial fact-finding. This has the added benefit of increasing employee engagement and satisfaction. 

 

2.     Predicting what customers want and are about to do.Digitisation has brought companies masses and masses of data about customers and products. Machine learning and predictive analytics tools help companies use this data to predict customer behaviour with a high degree of certainty. Knowing which customers are about to churn, default, suffer a problem, renew, or upgrade before they do is important information. A company can take proactive action to nip issues in the bud before they become real problems or promote special offers to customers likely to defect.

 

3.     Increase efficiency all round. Routing and WFO software is now infused with AI in order to predict the type and volume of interactions the contact centre is likely to encounter on a given day, at given times, based on what else is happening in and around the company. Down to the individual customer level, routing software can decide exactly which channel or staff member is most likely to give the most satisfactory outcome for each customer, and route accordingly.

 

4.     Know your customers and processes better than ever. All sorts of new analytics are now possible with speech recognition and NLP as AI systems can now ‘understand’ not just the meaning of speech or writing but also the underlying subtleties. Is a customer delighted or annoyed? Where are customers being asked to repeat information? Where are the pauses in interactions, why do they abandon carts, and so on? This kind of detailed analysis allows you to look not just at outcomes – the customer purchases or doesn’t – but how and why the outcome was arrived at. If the outcome was negative what were the reasons for that? All this information allows you to know what your customers really want, eliminate their pain points, and streamline your processes to better meet their needs.

 

5.     Intelligent assistants for your staff. Flip AI round and you get IA for Intelligent Assistants. Rather than fire your staff you can get AI to help them to do their jobs much better. AI systems armed with the kind of knowledge about customers we’ve already talked about can provide agents with detailed insights in a timely, context-sensitive manner when handling a customer interaction. For example, an intelligent system might suggest an upsell offer or just point the agent in the direction of the correct process to solve the customer’s problem. Emotion and speech analytics can even be used during an interaction to suggest alterative courses of action to the agent which are liable to speed up issue resolution or improve satisfaction. New services are coming online that even provide agents with a total, pre-packaged response to a customer’s query. All the agent must do is check it over and approve it.

 

AI everywhere and nowhere

The ultimate fate of a successful technology is to disappear so completely into the background that we no longer even notice it. So it will be with AI.

We will soon take it for granted that a lot of the software, devices and organisations with which we interact are AI-assisted.

When it comes to the complex business of delivering the level of customer experience that consumers expect these days, AI is already deep in the mix of solutions that CX professionals need to draw upon. Most of these technologies are graduating to the plateau of productivity as we speak, and you need to ensure your organisation is making use of them now, because your competitors certainly will be.

Superglue for wounds

Professor Anthony Weiss.

https://www.australiaunlimited.com/science/tony-weiss-surgical-glue

Imagine a kind of superglue that can be squeezed onto a deep cut or gunshot wound to seal it shut – in 60 seconds. Imagine that it not only stops the bleeding, but also sends signals to the body to start repairing the wound – at twice the regular speed.

It sounds like science fiction, but this incredible new glue invented in an Australian lab could revolutionise emergency care and surgical procedures all over the world. Significantly, it doesn’t just work outside the body – it can seal internal wounds on a  heart, lungs, and even arteries.

"I believe the impact would be substantial,” says a member of the team behind the adhesive, Professor Anthony Weiss from the Charles Perkins Centre at the University of Sydney.

“It can rapidly stem blood flow, which would make it perfect in an emergency situation where one or dozens of people need assistance. I also see it being used in surgery – you could have the whole thing sealed up in 60 seconds.”

Inspired by nature

The adhesive is made from a synthetic version of a protein called tropoelastin, which forms naturally in the growing tissues of newborn babies.

Tropoelastin is the precursor to functional elastin, which gives your skin, blood vessels, lung tissue, ligaments and tendons the ability to regain their shape after stretching or contracting.

As the world leader in tropoelestin research, Weiss figured out how to create a perfect copy of tropoelastin from scratch in the lab. This material, called methacrylated tropoelastic (or MeTro), formed the basis of the most flexible surgical glue ever.

“We found an ethical way to make precise copies of the molecule – it’s like a photocopy machine,” Weiss explains.

“For all intents and purposes, it looks like how it forms in newborn babies’ skin. And we worked out how to tame these building blocks so they self-assemble like LEGO pieces.”

The benefit of having an exact replica of a natural protein is that MeTro doesn’t set off the patient’s immune system response, and when the job is done, it’s broken down by the body like a piece of old skin. 

“We didn’t know when we started that we’d tick so many boxes,” Weiss admits. “But through some little miracle, the body sees it as being naturally incorporated, so there’s a lack of reaction like if you got a splinter or had some substance injected.”

But that’s only half the story, because for the glue to work as precisely in emergency situations, it needs a very precise trigger – light.

Let there be light

Weiss travelled to the US to meet up with friends from Harvard and Northeastern University and together they came up  with the idea to add light-activated molecules to the adhesive.

“I’ve known these colleagues for a number of years, and they have this amazing technology that involves a light-activating technique. We said wouldn’t it be cool if we combined the two technologies,” Weiss explains.

“It was just the three of us sitting down and chatting over coffee;  it’s amazing how much coffee can fuel ideas like this.”

Just like superglue, MeTro is in a syringe-like tube for easy application, and there are long-lasting or quickly dissolving varieties depending on the type of wound. Weiss says the applicators will be colour-coded so emergency responders can easily grab the right one.

Once it’s applied, a zap of UV light seals everything shut within seconds – no sutures, staples, or stiches required. And that’s when the healing begins. 

Being an exact copy of tropoelastin, MeTro mimics the protein’s ability to kick-start the body’s healing process.

“We’ve been learning for many years in my lab that the material sends out signals to the body to 'heal me',” says Weiss. “It’s just incredible.”

The glue of the future

Funding permitting, the next step is human clinical testing. Weiss says they’re now looking to get that process underway, and they’ve teamed up with Sydney-based medical group Elastagen to commercialise the technology.

In the meantime, Weiss is also investigating technologies that could heal broken bones from the inside-out in a fraction of the time it takes using current treatments. 

He says the key to making these incredible ideas a reality is getting out there and collaborating with other great minds around the world.

“My philosophy is to interact with the best and brightest in the world, because if you want to do the best, you need to work with the best,” he says.

“We do great science in Australia, and the ability to work internationally allows you to get the best possible outcomes. That’s been my philosophy from the outset – it's done through networks.” Simply having a a cup of coffee and a chat with colleagues is, in his opinion, “a powerful thing to do.”