This white paper builds on and updates previous work by McKinsey experts that has appeared in The McKinsey Quarterly.1 Some of the trends that were just surfacing in 2007 or 2010 are now gathering greater momentum. For example,one of the major ideas we explored in 2010 was finding ways to get more value from interactions—the knowledge sharing, negotiations, conversations, and
independent judgments that define the jobs of professionals and other knowledge workers. These employees are the highest paid and most high-impact workers in most organizations, but they have not benefited fully from the productivity gains that technology affords. Three years later, in this paper we highlight the new software tools that can automate tasks that were once thought to be beyond machines, including some of the work that interaction workers perform.
This white paper builds on and updates previous work by McKinsey experts that has appeared in The McKinsey Quarterly.1 Some of the trends that were just surfacing in 2007 or 2010 are now gathering greater momentum. For example,one of the major ideas we explored in 2010 was finding ways to get more value from interactions—the knowledge sharing, negotiations, conversations, and
independent judgments that define the jobs of professionals and other knowledge workers. These employees are the highest paid and most high-impact workers in most organizations, but they have not benefited fully from the productivity gains that technology affords. Three years later, in this paper we highlight the new software tools that can automate tasks that were once thought to be beyond machines, including some of the work that interaction workers perform.
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