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 /CNW/ -- 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 with Genesys 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:
"It's time to rethink how we approach the employee experience with intentionality and empathy," said Merijn te Booij, Executive Vice President and General Manager, Workforce Engagement Management at Genesys. "Instead of accepting high attrition as an inevitability, organizations need to invest in developing and retaining highly trained and engaged staff who deliver the best customer experience. Providing your CX workforce with the right path for their long-term success is a win-win scenario that leads to happier employees, better customer loyalty, and ultimately better business results."
To download the report, click here.
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About MIT Technology Review Insights
MIT Technology Review Insights is the custom publishing division of MIT Technology Review, the world's longest-running technology magazine, backed by the world's foremost technology institution—producing live events and research on the leading technology and business challenges of the day. Insights conducts qualitative and quantitative research and analysis in the US and abroad and publishes a wide variety of content, including articles, reports, infographics, videos, and podcasts. And through its growing MIT Technology Review Global Insights Panel, Insights has unparalleled access to senior-level executives, innovators, and entrepreneurs worldwide for surveys and in-depth interviews.
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.
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