Identify required capabilities
How identify required capabilities are reshaped as AGI capability advances.
The bottom line
Roughly 85% of the work in Identify required capabilities is information-shaped — already within reach of AI delivery. The question here is not whether it shifts, but which tasks go first and who staffs the residual.
Why: The process relies entirely on knowledge work and strategic analysis, as indicated by its lens 'Develop business strategy' and its description (determining necessary skills and competencies for customer experience support structures). With no seeded child occupations available, the inherently analytical and information-based nature of this capability-planning work strongly supports a high digital scalar.
grounded in the economy graph · digital scalar 0.85 · digital
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How the work flows
Trigger: A shift in customer experience strategy or the deployment of a new support channel prompts the evaluation of necessary support skills.
- Analyze customer experience objectives and support channels
- Identify gaps in existing support team competencies
- Define necessary technical and interpersonal skill requirements
- Determine system and tool proficiency needs
- Document the required capability matrix
- Validate identified capabilities with service leadership
Outcome: A validated capability matrix is produced detailing the specific skills and competencies needed by personnel to effectively capture and manage customer experiences.