Customer experience and the future of work

Customer experience and the future of work

Major trends such as the impact of covid-19 on the acceleration of digital commerce, remote and hybrid work, and changing employee expectations leading to the “great resignation” are having profound effects on workforce strategies in contact centers around the world. Indeed, as an industry that requires large numbers of employees, often in hourly positions, and with roles increasingly enabled by technology, customer experience (CX) can be argued to be key to understanding many of the disruptive trends affecting the workforce globally .

This report, “Customer Experience and the Future of Work,” examines how organizations around the world are rethinking their CX workforce and processes in the post-pandemic era. Based on a survey of 800 executives and a series of expert interviews, the report includes the following key findings:



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