The real divide won’t be humans vs. AI.

It will be humans using AI vs. humans still spending their time on work AI should already take off their plate.
When people ask whether AI will replace jobs, I think they start with the wrong question.

Take customer service as an example. The biggest value of AI is often not replacing agents. It is removing the repetitive work around the actual customer interaction: searching for information, documenting conversations, finding the right process, or answering the same questions again and again. Before automating anything, you first need to understand where demand comes from and why the same issues keep showing up.

That shift matters. Because it gives people more time for the work where humans actually make the difference: building trust, showing empathy, handling exceptions, and making decisions when the answer is not obvious.

I also think this comes at exactly the right time. Skilled workers are getting harder to find. At the same time, a huge amount of experience will leave the workforce over the next decade. We will not solve that by hiring our way out of it. We need to make the knowledge of experienced teams accessible. And we need to help the people we already have become more effective.

That's why I've never believed in the narrative of AI replacing people. The better model is a hybrid one. Machines handle repetitive work. People handle judgment, context and trust.

AI does not replace experience. Used well, it makes experience available when it is needed.
Where do you currently see the bigger opportunity: reducing headcount or increasing the impact of the people you already have?

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