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MIT Technology Review Insights report

Customer experience and the future of work

Megatrends in strategy, culture and technology

Download and learn:
  • Why 96% of CX leaders say recruiting is their top challenge, yet just a third consider high contact center turnover to be a problem
  • How 39% of organizations 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

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?