Customer experience and the future of work

Key trends such as the impact of covid-19 on accelerating digital commerce, remote and hybrid work, and shifting employee expectations leading to the “great resignation” are having a profound impact on HR strategies in contact centers around the world. Indeed, as the industry demands large numbers of employees, often in hourly roles, and as roles increasingly become available thanks to technology, it can be argued that the customer experience (CX) is a benchmark for understanding many of the disruptive trends affecting the global workforce.

This report, The Customer Experience and the Future of Work, examines how organizations around the world are re-evaluating their people and CX processes in the post-pandemic era. The report, based on a survey of 800 executives and a series of interviews with experts, includes the following key findings:

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