MIT Technology Review Insights report

Customer experience and the future of work

Megatrends in strategy, culture and technology

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As CX organisations shift into the post-pandemic era, several key trends are here to stay. Workers are demanding flexibility, control over their schedules, and learning and career development opportunities. CX leaders are using this as an opportunity to transform their resourcing strategy, roll out new technology and revamp their overall value proposition — and manage spiralling recruitment costs.

This MIT Technology Review Insights report features a global executive survey and interviews with business leaders from AT&T, Zurich Insurance and Deloitte, among others.

How are you driving innovation across your workforce to build a stronger CX organisation for the future?

Download and learn:

Why 96% of CX leaders say recruiting is their top challenge, yet just a third consider high contact centre turnover to be a problem
How 39% of organisations globally will shift to all-remote work and what they will do to make it successful
Which technologies have the most promise for transforming the agent experience
Career development and mental wellness will become critical to a compelling employee value proposition