Customer experience and the future of work

Key trends such as the impact of COVID-19 on accelerating digital commerce, telecommuting and hybrid work, and changing employee expectations driving “Big Resignations” are having profound impacts on workforce strategies in call centers around the world. Indeed, as an industry that requires a large number of employees, often in hourly paid jobs, and with roles increasingly empowered by technology, Customer Experience (CX) can be said to be the leader in understanding the many disruptive trends affecting globally. Man power.

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This report, Customer Experience and the Future of Business, examines how organizations around the world are reassessing their customer experience workforce and operations in the post-pandemic era. Based on a survey of 800 CEOs and a series of expert interviews, the report includes the following key findings:

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