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CX work is becoming more flexible and specialized in a bid to tackle "people paradox," says MIT Technology Review Insights

CAMBRIDGE, Mass., Sept. 15, 2022 /PRNewswire/ A new report by MIT Technology Review Insights explores how global organizations are reassessing their customer experience (CX) workforce and processes in the post-pandemic era. The report, "Customer experience and the future of work," is produced in association withGenesys and is based on a survey of 800 senior executives as well as in-depth interviews with business executives and experts at organizations including IBM, AT&T, Zurich Insurance, Marriott International, and Probe CX. The findings are as follows: There is a "people paradox" in relation to customer experience staff. Almost nine out of 10 survey respondents recognize CX as a strategic differentiator of their brand. However, the research also finds contradictory views about the employees who interact with customers on a daily basis: employers are more concerned with the challenge of finding new employees than retaining those they already have. Covid-19 h ....

United Kingdom , Laurel Ruma , Janelle Dickerson , Technology Review Global Insights Panel , Technology Review Insights , Marriott International , Nectar Communications , Review Insights , Zurich Insurance , Global Director , Custom Content , Executive Vice President , General Manager , Workforce Engagement Management , Review Global Insights Panel ,

CX work is becoming more flexible and specialized in a bid to tackle "people paradox," says MIT Technology Review Insights

CX work is becoming more flexible and specialized in a bid to tackle "people paradox," says MIT Technology Review Insights
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United Kingdom , Laurel Ruma , Janelle Dickerson , Technology Review Global Insights Panel , Technology Review Insights , Marriott International , Nectar Communications , Review Insights , Zurich Insurance , Global Director , Custom Content , Executive Vice President , General Manager , Workforce Engagement Management , Review Global Insights Panel ,

CX work is becoming more flexible and specialized in a bid to tackle "people paradox," says MIT Technology Review Insights

CAMBRIDGE, Mass., Sept. 15, 2022 /PRNewswire/ A new report by MIT Technology Review Insights explores how global organizations are reassessing their customer experience (CX) workforce and processes in the post-pandemic era. The report, "Customer experience and the future of work," is produced in association withGenesys and is based on a survey of 800 senior executives as well as in-depth interviews with business executives and experts at organizations including IBM, AT&T, Zurich Insurance, Marriott International, and Probe CX. The findings are as follows: There is a "people paradox" in relation to customer experience staff. Almost nine out of 10 survey respondents recognize CX as a strategic differentiator of their brand. However, the research also finds contradictory views about the employees who interact with customers on a daily basis: employers are more concerned with the challenge of finding new employees than retaining those they already have. Covid-19 h ....

United Kingdom , Laurel Ruma , Janelle Dickerson , Technology Review Global Insights Panel , Technology Review Insights , Marriott International , Nectar Communications , Review Insights , Zurich Insurance , Global Director , Custom Content , Executive Vice President , General Manager , Workforce Engagement Management , Review Global Insights Panel ,

5G can help industries reduce carbon emissions, says MIT Technology Review Insights

/PRNewswire/ A new white paper by MIT Technology Review Insights explores how the use of 5G and other digital cellular technologies can enable the. ....

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5G can help industries reduce carbon emissions, says MIT Technology Review Insights

/PRNewswire/ A new white paper by MIT Technology Review Insights explores how the use of 5G and other digital cellular technologies can enable the. ....

United Kingdom , Erik Ekudden , Francesca Fanshawe , Technology Review Global Insights Panel , Technology Review Insights , Review Insights , Review Global Insights Panel , Mit Technology Review Insights ,