Ever wonder what "knocker-uppers" did in Britain when alarm clocks were invented? Curious what scribes did after the printing press? Loom operators after the cotton gin? Throughout history, those on the right side of innovation thrive.In this crossover episode, host Dan Turchin is interviewed by Service Desk Institute Chief Value and Innovation Officer David Wright. Hear how technology is changing customer service... and improving the lives of customer service agents while forcing them to upskill and re-skill.Listen and learn:What skills won't be replaced by AIHow the service desk is being transformed by automationWhy "augmented intelligence" is improving employee serviceWhat's happening now to mitigate the impact of bias in training data