On-demand webinar

The customer experience workforce of the future

Strategies, culture and technology: Shaping the future of customer experience work

Across the globe, customer experience (CX) roles are changing. Organizations are augmenting the capabilities of CX talent with artificial intelligence-powered technology. And they’re redefining customer engagement teams to keep up with today’s changes and tackle tomorrow’s challenges.

Findings from a global MIT Technology Review and Genesys survey of 800 CX leaders show that today’s common “churn-and-burn” staffing approach isn’t sustainable. And most CX-minded organizations plan to hire more highly skilled frontline staff who can solve complex customer problems.

Watch Zeus Kerravala, Founder and Principal Analyst at ZK Research; and Claire Beatty, Senior Director, Thought Leadership at Genesys, as they explore how the CX workforce is facing these challenges and evolving. They focus on these crucial questions:

• Will the future of work change how organizations structure their CX workforces?
• Can successful, customer-centric firms recast work roles, responsibilities and retention policies?
• How do organizations build future-proof promotion paths and develop meaningful and sustainable careers for CX teams?