Sky to cut 2000 jobs

Having called Sky a few weeks ago, the 30 minutes of holding messages advising me they were overly busy with calls and all their operators were busy did not indicate to me of a room of 2000 call staff twiddling their thumbs with no work to do. The communication process was painful then, with more AI bots and less staff, I am not looking forward to the next time I need to engage with Sky. Whilst the reason given sounds good, the more truthful answer is staff are expensive, even more so after the last budgets pending changes coming in the next few weeks, and the company would rather make it impossible for clients to speak to them aside from new clients.

The Great Customer Service Exodus continues. Sky's announcement of 2,000 job cuts is merely the latest chapter in a tale we've been reading for years, with technology steadily replacing human touchpoints as customers migrate online.
This shift is indeed inevitable as consumer habits evolve and AI systems become increasingly competent at handling queries. What we're witnessing is not the beginning of digitalisation's impact but rather the middle chapters—many industries have already transformed while others are only starting their metamorphosis. The real question isn't whether this trend will continue but how quickly society can adapt to create meaningful opportunities for those displaced by technology's relentless march forward.