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MIT Technology Review Insights report

Customer experience and the future of work

Megatrends in strategy, culture and technology

Download this report to see how:
  • The Great Resignation is leading to a Great Reorganization
  • Resourcing and the structure of the workforce will change in the future
  • Organizations can formalize ways of working and scheduling in a hybrid world
  • Career development and mental wellness will become critical to a compelling employee value proposition

As CX organizations 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 spiraling 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 organization for the future?