In a world racing through digital transformation, one question looms larger than ever: how can the workforce adapt to propel this new era?
In an exclusive interview with TRENDS, Jayney Howson, SVP of Learning and Development at ServiceNow, sheds light on the challenges and opportunities presented by the digital economy, the importance of lifelong learning, and the role of technology in empowering individuals and organizations.
How can governments and organizations ensure that the benefits of the digital economy are accessible to all?
We’re entering a new phase in the relationship between humans and technology, one that thrives on innovation and potential.
Global surveys by ServiceNow and others have highlighted how AI is leading to a surge in demand for technical workers, already at a premium, exacerbating talent gaps. If organizations are to unlock the potential of AI, they must ensure they have access to a highly skilled workforce, which poses both a challenge and an opportunity.
While talent is often equally distributed, opportunity is not. It’s our job to help workers gain critical skills that are transferable in the labor market. In doing so, employers gain an AI-ready workforce and governments see economic growth, which is crucial to regional economies as they continue national diversity initiatives.
We need to alleviate worker fears around AI by showing people the art of the possible. And then, we need to embrace a new style of learning, one that is personalized, predictive, and immersive, that brings workers of all backgrounds along.
Encouraging experimentation with GenAI early is one of the ways leaders can ensure everyone has access to the knowledge they need to thrive in the digital economy.
What are the most significant risks associated with the digital economy, and how can organizations address them?
One of the greatest risks is the fear of AI replacing jobs.
However, we can convert apprehensive employees into AI advocates by getting them excited about the human renaissance that AI brings.
When employees see the benefits of AI, they will start to embrace it, and once that happens, they will be willing to learn. This leads to a cycle of increased trust, which will help unlock massive potential.
How do you see the digital economy transforming global business and employment landscapes over the next decade?
Global businesses across almost every industry and region will see increased productivity, growth, and innovation, as well as a demand for highly skilled workers.
The MENA region, specifically the Arab Gulf, is embracing the Internet of Things, and the resulting merger of Operational Technology (OT) and IT brings a range of cybersecurity issues that can be addressed by AI.
Generally, we will see many new jobs and roles emerge, such as “Chief AI Officers” (CAIO), “Prompt Engineers” and “AI Ethicists”.
With technology constantly evolving, how do we shift mindsets to embrace lifelong learning as a necessity rather than an option?
Lifelong learning is core to our mission at ServiceNow.
Organizations cannot unlock the potential of AI and emerging technologies without reskilling their workforce. Programs like ServiceNow University and RiseUp enable anyone to build fulfilling tech careers.
To shift mindsets, leaders must talk openly about upskilling, and they must build programs that allow people to develop the skills needed for today and the future.
Meanwhile, governments and enterprises can run awareness campaigns and ensure new skills are applied effectively.
Beyond this, we must make it easy for people to become lifelong learners by focusing on technology that delivers personalized, predictive, and pertinent learning to workers, exactly when they need it.
If we can evolve how we deliver and distribute learning, we can create an engaging, ongoing environment where people are pushed out of their comfort zones to try new things, test, fail, and grow.
What are the most pressing skill gaps in the digital economy, and how can education providers and businesses collaborate to address them?
In the MENA region, skill gaps are at all levels, from basic IT literacy to more advanced disciplines like AI, cybersecurity, data science, and software development.
We also see a shortfall in human skills, such as problem-solving and creativity. These human-centric skills are as important as technology skills.
Industry leaders can collaborate with academic institutions to provide training, workshops, certification programs, internships, and even scholarships.
But developing the skills needed in the digital economy shouldn’t rely solely on an academic degree. We must provide upskilling and reskilling programs that include work-based learning and online learning.
We should also move away from systemic, one-size-fits-all learning in favor of programs that are personalized, predictive, and AI-driven. If we do this, we can deliver tailored training to workers at the exact moment they need help.
