Customer experience and the future of work

Major trends such as the impact of covid-19 on accelerating digital commerce, remote and hybrid working, and changing employee expectations driving the “great resignation” are having profound effects on workforce strategies in contact centers worldwide. It is clear that the industry of customer service (CX), which requires high numbers of employees often in hourly positions, is an indicator of many of the disruptive trends affecting the workforce globally, is important.

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This report, “Customer experience and the future of work,” examines how organizations worldwide are reassessing 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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