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Published on Apr 25, 2016
Scott Klososky talks to Investorideas.com about the role of technology in BPO at 13 Congreso ANDINO in Bogota Colombia Tech visionary Scott Klososky shared his Utopian vision of how technology will change the BPO sector and ultimately all of our lives. “In the future they will look back at this 30 year period and say this was an important, historical time”, he told an attentive audience.
He went on to say, "In the next 20 years 35% of all jobs humans do will disappear to technology." So what will humans do ? That was a key question and the concept of 'humalogy' was discussed by several presenters at the Congress; the integration of humans and technology.
When looking at the role of customer service , he said things are shifting from the H ( human ) to the T (technology) side . " It is critical for you to have a vision of where technology is going", he pointed out .
Bogota's BPO sector seems to be paying attention , transitioning from BPO to KPO and ITO and integrating robotics, voice biometrics, digitalization and key technology into the customer service equation.
Scott looked back in time with the audience remembering when customer service was just a phone and a human, then looked forward to 2026 when he predicts most of the problem solving will be done by technology and less by humans. He makes a point to say that the human element needs to remain in the customer service sector and the companies that don't see the value of it are missing the mark.
In an exclusive interview after his presentation, Scott shares insight with Investorideas on how individuals/investors can become more educated and prepared for the future and up their tech IQ.
When asked if any global government leaders are getting it right in terms of preparing their county for a technology future, he notes that Malaysia and South Korea are doing a good job but he is disappointed in the US.
He also talks about how rather than look at this technology driven future as dark and post -apocalyptic we should see it as a Utopian possibility and he is hoping to spread that message globally in future talks.