Technology enables personalized reskilling, fostering customer‑centric workforce, continuous learning, inclusivity, and future‑ready organizational agility success.
Authors
Himanshi Rajora, Associate Professor, Jindal Global Business School, O.P. Jindal Global University, Sonipat, Haryana, India
Narayanage Jayantha Dewasiri, Sabaragamuwa University of Sri Lanka, Sri Lanka; Qasim Ibrahim School of Business, Villa College, Maldives
Summary
This chapter explores the transformative role of technology in personalizing reskilling programs for service employees, with a focus on enhancing customer-centricity. It examines the evolution of reskilling in response to shifting business environments, driven by technological advancements like AI, machine learning, and immersive technologies such as VR and AR. The chapter highlights key technologies that enable personalized learning experiences and discusses the challenges and ethical implications associated with implementing these programs. It also outlines the future directions of reskilling, emphasizing the importance of continuous learning, inclusivity, and collaboration. By fostering a customer-centric workforce, technology-driven reskilling offers organizations the opportunity to adapt to changing market demands and improve employee engagement and performance. Ultimately, personalized reskilling programs are vital for creating a resilient, agile workforce capable of delivering exceptional customer experiences.
Published in: Global Work Arrangements and Outsourcing in the Age of AI
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