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 changing employee expectations leading to “major resignations” are having an impact profoundly influence workforce strategy at contact centers around the world. Indeed, as an industry that requires a high number of employees, often in positions that pay by the hour, and with roles increasingly enabled by technology, it can be argued that customer experience (CX) is a common factor in understanding many of the disruptive global trends affecting the workforce.

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This report, “Customer Experience and the Future of Work,” examines how organizations worldwide are re-evaluating their workforce and CX 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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