Service automation robots and the future of work
The hype and fear, globally, that surrounds service automation, robots and the future of work need to be punctured by in depth research. This book, by Professors Leslie Willcocks and Mary Lacity, captures a year's worth of learning about service automation based on a survey, in depth client case studies, and interviews with service automation clients, providers, and advisors. The authors cleverly embed today's empirical lessons into the broader history and context of automation, as a vital key in understanding the fast rising phenomenon of service automation. The authors give a balanced, informed and compelling view on gaining the many benefits, as well as managing the downsides, of present and future technologies.