An Exploratory Study on How Feeling Intelligence will Impact Customer Service Job Design in Electric Vehicle Industry

AI is moving beyond mechanical and repetitive tasks to Analytical and thinking. A feeling economy is also emerging in which humans move towards interpersonal and empathetic tasks.The feeling economy will completely take over the thinking economy by 2036. The feeling economy will threaten some jobs, transform others, and create exciting business opportunities.
The study is important to establish India’s readiness for the Feeling economy. The impact on the current workforce and the measures taken to reskill the workforce will help formulate a strategy for policy makers. This will help in managing the disruption and transition into the feeling economy. The scope of the study is the EV Industry in India with focus on the customer experience and related feeling jobs. EV customers expect services that are aligned to feeling intelligence and this research work will provide a framework to develop skills required for better Customer Engagement and Experience.