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Fast forward to today, Harvard Business School professor Karim Lakhani recently said, “AI is not going to replace humans, but humans with AI are going to replace humans without AI.” Further, many toil-laden jobs are prone to high turnover rates. For customer service reps, Gartner benchmarks <anchor>show</anchor> that the median attrition rate is 25%.
How Tech Is Transforming Entry-Level, Customer-Facing Jobs
How Tech Is Transforming Entry-Level, Customer-Facing Jobs

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[IT management](/it-management)\|How Tech Is Transforming Entry-Level, Customer-Facing Jobs

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[IT management](/topic/subject/it-management)

# How Tech Is Transforming Entry-Level, Customer-Facing Jobs

by [Emily Potosky](/search?term=Emily Potosky), [Melissa Fletcher](/search?term=Melissa Fletcher), [Kathy Ross](/search?term=Kathy Ross) and [Christopher Sladdin](/search?term=Christopher Sladdin)

May 1, 2023

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## Summary.

A survey of almost 900 customer service reps revealed that while some employees outperformed others, it wasn’t because of their level of experience. Instead, what mattered was if their _technology_ connected them to the information needed to complete their tasks.

Leaders have long focused on traditional talent management strategies. But as they make progress on their automation efforts and face a competitive labor market, these strategies are no longer sufficient. Leaders must shift their focus towards enabling customer-facing employees with technology, allowing them to broaden their talent pool and better support the employees they are able to attract. And, because a dollar invested in technology stays even as a dollar invested in people can leave, leaders can retain more of their investment in the face of high attrition. Therefore, technology must sit at the heart of future talent strategies — doing so will reset the bar for entry level talent.

[Leer en español](/2023/05/how-tech-is-transforming-entry-level-customer-facing-jobs?language=es) [Ler em português](/2023/05/how-tech-is-transforming-entry-level-customer-facing-jobs?language=pt)

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From sales and customer service, to retail and hospitality, employers in customer-facing functions are facing a challenging labor market. In fact, there are [more](https://www.bls.gov/charts/job-openings-and-labor-turnover/unemp-per-job-opening.htm) [job openings than candidates](https://www.bls.gov/charts/job-openings-and-labor-turnover/unemp-per-job-opening.htm), so high-quality talent is in high demand but short supply. High inflation is also leading to higher wage expectations, making it harder for employers to make competitive offers to job seekers.

Read more on [**IT management**](/topic/subject/it-management?ab=articlepage-topic) or related topics [**Sales and marketing**](/topic/subject/sales-and marketing?ab=articlepage-topic), [**Marketing**](/topic/subject/marketing?ab=articlepage-topic), [**Social marketing**](/topic/subject/social-marketing?ab=articlepage-topic), [**Sales**](/topic/subject/sales?ab=articlepage-topic), [**Customer strategy**](/topic/subject/customer-strategy?ab=articlepage-topic), [**Customer-centricity**](/topic/subject/customer-centricity?ab=articlepage-topic), [**Technology and analytics**](/topic/subject/technology-and analytics?ab=articlepage-topic), [**AI and machine learning**](/topic/subject/ai-and machine learning?ab=articlepage-topic), [**Algorithms**](/topic/subject/algorithms?ab=articlepage-topic), [**Analytics and data science**](/topic/subject/analytics-and data science?ab=articlepage-topic), [**Data management**](/topic/subject/data-management?ab=articlepage-topic), [**Performance indicators**](/topic/subject/performance-indicators?ab=articlepage-topic), [**Automation**](/topic/subject/automation?ab=articlepage-topic), [**Information management**](/topic/subject/information-management?ab=articlepage-topic), [**Mobile and wireless technology**](/topic/subject/mobile-and wireless technology?ab=articlepage-topic), [**Web-based technologies**](/topic/subject/web-based-technologies?ab=articlepage-topic), [**Internet of Things**](/topic/subject/internet-of things?ab=articlepage-topic), [**Online communities**](/topic/subject/online-communities?ab=articlepage-topic) and [**Social media**](/topic/subject/social-media?ab=articlepage-topic)

EP

[Emily Potosky](/search?term=Emily%20Potosky&amp;search_type=search-all)_is a Research Director in the_ [_Gartner Customer Service and Support practice_](https://www.gartner.com/en/customer-service-support?utm_campaign=RM_GB_2023_GCSSL_NPP_PR1_CSSPR) _, with a focus on talent and operations research as well as the future of customer service research._

MF

[Melissa Fletcher](/search?term=Melissa%20Fletcher&amp;search_type=search-all)_is a Sr. Principal Researcher in the_ [_Gartner Customer Service and Support practice_](https://www.gartner.com/en/customer-service-support?utm_campaign=RM_GB_2023_GCSSL_NPP_PR1_CSSPR) _, who specializes in mixed methods talent and operations research._

KR

[Kathy Ross](/search?term=Kathy%20Ross&amp;search_type=search-all)_is a Senior Director Analyst in the_ [_Gartner Customer Service and Support practice_](https://www.gartner.com/en/customer-service-support?utm_campaign=RM_GB_2023_GCSSL_NPP_PR1_CSSPR) _, and brings over 20 years of experience as a former Customer Service leader._

CS

[Christopher Sladdin](/search?term=Christopher%20Sladdin&amp;search_type=search-all)_is a Sr. Principal Advisory in the_ [_Gartner Customer Service and Support practice_](https://www.gartner.com/en/customer-service-support?utm_campaign=RM_GB_2023_GCSSL_NPP_PR1_CSSPR) _, with a focus on customer service experience and channel strategies, Voice of the Customer, and driving loyalty through Value Enhancement._

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Read more on [**IT management**](/topic/subject/it-management?ab=articlepage-topic) or related topics [**Sales and marketing**](/topic/subject/sales-and marketing?ab=articlepage-topic), [**Marketing**](/topic/subject/marketing?ab=articlepage-topic), [**Social marketing**](/topic/subject/social-marketing?ab=articlepage-topic), [**Sales**](/topic/subject/sales?ab=articlepage-topic), [**Customer strategy**](/topic/subject/customer-strategy?ab=articlepage-topic), [**Customer-centricity**](/topic/subject/customer-centricity?ab=articlepage-topic), [**Technology and analytics**](/topic/subject/technology-and analytics?ab=articlepage-topic), [**AI and machine learning**](/topic/subject/ai-and machine learning?ab=articlepage-topic), [**Algorithms**](/topic/subject/algorithms?ab=articlepage-topic), [**Analytics and data science**](/topic/subject/analytics-and data science?ab=articlepage-topic), [**Data management**](/topic/subject/data-management?ab=articlepage-topic), [**Performance indicators**](/topic/subject/performance-indicators?ab=articlepage-topic), [**Automation**](/topic/subject/automation?ab=articlepage-topic), [**Information management**](/topic/subject/information-management?ab=articlepage-topic), [**Mobile and wireless technology**](/topic/subject/mobile-and wireless technology?ab=articlepage-topic), [**Web-based technologies**](/topic/subject/web-based-technologies?ab=articlepage-topic), [**Internet of Things**](/topic/subject/internet-of things?ab=articlepage-topic), [**Online communities**](/topic/subject/online-communities?ab=articlepage-topic) and [**Social media**](/topic/subject/social-media?ab=articlepage-topic)

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