Gartner warns that whilst over 50% of customer service organisations will double technology spending by 2028, cutting support teams to fund AI investments risks service gaps, longer resolution times, and customer dissatisfaction—human expertise remains essential for training AI models, handling complex issues requiring judgment, and containing automation errors. Rather than pursuing headcount reduction, leaders should reskill staff into higher-value roles such as quality control, governance, and escalation handling, ensuring AI adoption is balanced with strategic workforce evolution rather than wholesale replacement.
A recent Garner report has revealed that over 50% of customer service organizations will double their technology spend by 2028. As more enterprises increase technology investment to reduce labor costs with AI, many companies are underestimating the ongoing need for skilled employees alongside the t
Gartner Warns Enterprises Against Cutting Support Teams to Fund AI CX Today