As organisations move into a new era of work, we are being pushed to reset long-held assumptions about what capability looks like. Much like customer operations, our own skills and habits carry legacy thinking that no longer fits the world we now work in. AI is accelerating this shift. It challenges the skills we grew up with, changes how expertise is built and forces us to redefine what great looks like. This article explores that reset. It looks at the concerns people have today, the skills we may need to let go of, the new skills that will matter most and how we can use AI intelligently rather than passively. If we want to stay ahead, we need to rethink not just the tools we use, but the foundations of how we learn, decide and create value.

But to shape the future we first need to learn from the past...

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