Part 6/9:
Some firms, like Klarna, implemented AI-driven customer service chatbots as part of cost-cutting measures, only to reinstate human roles after issues with quality control. This highlights a trial-and-error approach where AI is part of strategic shifts but not the entire solution.
Other firms, such as Accenture, have retrained thousands of employees, emphasizing that layoffs are not always the company's preferred strategy. Employee upskilling and retraining remain central, although challenges persist with employee resistance and sabotage.
Sheer cost pressures are forcing companies to optimize staffing, primarily because labor remains one of their largest expenses—often accounting for up to 60% of operational costs.