TREND 3

Employee experience is taking center stage

Employees shape the everyday experience customers have with companies. Just like customers, employees need to feel known and understood. They need an environment that nurtures and develops them — and empowers them to succeed. And many of the greatest challenges and opportunities for improving the customer experience are rooted in the employee experience.

Two of the top three challenges facing CX leaders in 2021 relate to their workforce. Building engagement, conducting training, quality control and monitoring compliance are increasingly challenging in new distributed work environments. CX leaders said agent-assist technology as well as quality management and workforce optimization tools are among the most valuable new features available for managing CX today.