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

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Meet the Speakers

Claire Beatty
Senior Director
Thought Leadership
Genesys

David Wasserman
Senior Director, Product Marketing
For Workforce Engagement Management
Genesys

+1.888.436.3797

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.