CCW on-demand webinar

The future of the CX workforce

Across the globe, CX roles are changing. Organizations are augmenting the capabilities of their CX talent with artificial intelligence-powered technology. And they’re redefining customer engagement teams to keep up with today’s changes and tackle tomorrow’s challenges.

Findings from a global MIT Technology Review and Genesys survey of 800 CX leaders show that today’s common transactional staffing approach isn’t sustainable. Those successful in the long term will embrace flexibility, develop their talent, and use the best available technology to assist employees every step of the way.

Join Claire Beatty, Senior Director, Thought Leadership at Genesys, and David Wasserman, Senior Director, Product Marketing for Workforce Engagement Management at Genesys, as they explore how the CX workforce is evolving to face new challenges.

Watch to learn:

  • How organizations will restructure the workforce to win on CX
  • The most promising technologies for augmenting your CX workforce
  • Why transforming culture will be the key to retaining CX talent

Meet the Speakers

Claire beatty modified

Claire Beatty
Senior Director
Thought Leadership

David wasserman

David Wasserman
Senior Director, Product Marketing
For Workforce Engagement Management