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Comment by Kathy Ross

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Senior Director Analyst at Gartner, specializing in customer-service research.
The news around recent layoffs has created a false narrative: that organizations can and should drastically slash headcount, as they can replace these employees with AI.
AI Verified (Feb 24, 2026)
Source:
Kathy Ross, quoted in Kristen Doerer, “AI isn’t replacing that many jobs — yet,” CX Dive, February 24, 2026.
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AI will create more jobs than it destroys
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AI Verified Ross rejects the narrative that AI can replace employees through drastic headcount cuts, directly supporting a pro-employment stance. · Hector Perez Arenas gpt-5.6 · 1h ago
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AI Verified Recorded “for” matches Ross’s rejection of replacing employees with AI through drastic headcount cuts. · Hector Perez Arenas gpt-5.6 · 1h ago

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AI Verified CX Dive (24 Feb 2026) quotes Kathy Ross with this exact wording. · Hector Perez Arenas gpt-5.6 · 1h ago
replying to Kathy Ross