It’s hard not to agree with this. Things may play out a little different in the EU, but in the USA and UK I can foresee the middle classes despairing.
Legacy businesses will have to rely on retail and hourly support staff to be able to reduce management head count as a means of freeing up money for implementing automation. In order to do that, they will need to implement AI management tools; chat bots, scheduling, negotiating, training, data collection, diagnostic analysis, etc., before hand.
Otherwise, they will be left to rely on an overly bureaucratic and entrenched middle management layer to do so and that solution is likely to come from outsourcing or consultants. All the while, the retail environment deteriorates as workers are tasked to replace themselves without any additional benefits; service declines, implementation falters, costs go up, more consulting required.
Union formation across the retail landscape will force corporations to reduce management head count and implement AI management solutions which focus on labor relations. The once fungible and disposable retail worker will be transformed into a highly sought after professional who will be relied upon specifically for automation implementation.