TSPA APAC Summit

Much of the current conversation about AI and the T&S workforce focuses on headcount — how many roles AI will replace — rather than on what the remaining and evolving roles actually require. This session is built around the latter question, and around a panel deliberately assembled to test that question from outside any single organization's experience: product, cross-platform operations, gaming, and academic research. As routine triage is automated, the work left for humans concentrates toward the highest-severity, highest-ambiguity cases, with real implications for training design, career pathing, and wellbeing support that most organizations haven't caught up to. Rather than presenting one company's framework as a model to adopt, the session is structured so panelists stress-test a working case study — TELUS Digital's tiered analyst structure and Centre of Excellence curriculum — against their own organizational contexts, surfacing where it holds, where it breaks down, and what principles transfer regardless of company size, platform, or industry. The moderator will close each of the session's three segments (skills and training, career pathing, wellbeing) by asking panelists to name one practice or principle attendees could apply in their own organization, so the session leaves attendees with concrete, portable takeaways rather than a single organizational blueprint.