Megatrends in workforce strategy, culture, and technology.
"“Customer experience and the future of work” is an MIT Technology Review Insights report sponsored by Genesys. To produce the report, MIT Technology Review Insights conducted a global survey of 800 senior executives to find out how organizations have reassessed their customer experience (CX) workforce and processes in the post-pandemic era.
The respondents are distributed across 20 countries in North America, Europe, Asia, and Latin America, and most have direct responsibility over CX functions in their organization. The research also included a series of interviews with business executives and academics on customer experience and the future of work.
Ross O’Brien was the author of the report, Francesca Fanshawe was the editor, and Nicola Crepaldi and Natasha Conteh were the producers. The research is editorially independent, and the views expressed are those of MIT Technology Review Insights."
