Sharon Hanna and Sharon O'Dea are experts on multi-generational demographics and the impact of technology like AI, AR, and automation on careers and skills. They discuss how the workplace is changing, moving from offices to homes or third spaces, across different time zones and schedules for employees, contractors, and gig workers. The document emphasizes putting customers at the heart of business and enabling frictionless experiences, while acknowledging gaps between organizational values and staff experiences.

2. Sharon
Hanna
Email: hanna.karppi@nexergroup.com
Twitter: @hannakarppi
Email: sharon@sharonodea.co.uk
Twitter: @sharonodea

4. Demographics
Multi-generational
Diverse
Technology
AI
AR
Automation
Decline of careers
Knowledge
Skills
Learning
Place
Office
Home
Frontline
Third spaces Time
Time zones
Days
Time of day
Employment status
Employee
Contractor
Gig workers
Third party

10. MEANS MOTIVE
OPPORTUNITY

21. "Customers are at the heart of our business
operations. Our best-in-class digital services
enable a frictionless customer experience
across all touchpoints..."
The reality of what we give our staff
to work on

26. Think about the
overall
experience
Help people
navigate
complexity
Understand
people's needs
Have higher
standards
Support people
through change