Skip to content
  • Best Practice Research
  • Customer Service Leaders
  • 8 min read

Navigating the Disruption: Balancing AI Integration and Workforce Engagement Management

  • May 17th, 2024
By Jim Davies
Analyst and Client Executive Partner

With over 20 years of experience, Jim is a visionary analyst who has shaped markets and provided strategic advice to thousands of organizations. As the founder of groundbreaking frameworks such as the VoC and Workforce Engagement magic quadrants, and through his role as agenda manager for Gartner’s customer service research team, Jim has championed the elevation of customer experience and employee engagement. As an Executive Partner for Actionary, he continues his mission of driving impactful change in the industry.


Workforce Engagement Management (WEM) is fundamental for managing employee productivity and satisfaction. WEM evolved from its predecessor, Workforce Optimization (WFO) and represented a shift in focus from purely operational efficiency to a more human-centered approach, emphasizing employee engagement and work-life balance. However, the advent of Artificial Intelligence (AI) is disrupting this model, posing new challenges and opportunities for the WEM market. Landscape confusion and competing value propositions will significantly complicate procurement decision making.

Actionary Take: Failure to balance AI benefit with WEM principles will harm employee satisfaction and productivity for the next three years.

Want to read the full research note?

Actionary is a dynamic research leader, delivering powerful insights to propel businesses forward. Our mission is to profoundly impact your success, offering accountability in transforming aspirations into reality. Our research division delves deep, crafting studies with precision to guide crucial corporate decisions. Each piece of research is a strategic tool designed to equip your company with the knowledge to navigate the market confidently.