High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. We surveyed...
The evolution of the workplace continues to reach new heights, with many technologies fortifying the capabilities of remote work. While it’s easy to be excited for the future of work, one must never forget a core component in truly making a work-from-home model achieve success: fostering trust...
Remote work has already established itself as a crucial component in today’s post-pandemic workplace. It continues to offer unparalleled benefits to employees and organizations: business continuity, unmatched flexibility, and improved well-being of employees, to name only a few. With the...
In our infographic, we tackled the “great resignation,” which refers to the ongoing difficulties in recruiting and retaining talent as a result of the stiff competition in the job market triggered by the global pandemic. Many factors can be attributed to increasing unemployment rates...
COVID-19 triggered a global slowdown that declined economic growth and consumer activity. With inflation numbers rising, the probability of a recession is also increasing. According to CNBC , recent forecasts indicate that a recession may occur this year or earlier in 2023. Previous market...
We’ve been talking to some of the top minds in customer experience organizations in our CXperts by Pathlight podcast. Their insights are inspirational and a true gift from their years of experience growing companies and managing teams. These leaders know how to deliver exceptional customer...
Watch to the full podcast here: Or click here to just listen to the audio. The shift in labor dynamics that we’ve seen over the last two years has given call center agents the advantage of being able to work from home, take new jobs without having to relocate and elect better...
CXperts: Alexander Kvamme meets with Jen Burton, Head of Customer Support at Digit, to discuss a career journey to CX leadership. Including building communities, working in product, being at start-ups, and going through acquisitions, to navigating the balance of managing in-house and offshore...
When Teleperformance launched its first Cloud Campus hub that leveraged work-at-home solutions in 2019 , no one would’ve anticipated the gravity of the event that followed soon after. A major disruption in the form a global pandemic forced the world to come to a standstill, changing and...
The 2020 pandemic imposed a new reality on contact centers turning its business model upside down. While initially thought to be a short-term solution to an unexpected crisis, remote work is here to stay. Forrester research revealed remote work is expected to spike by 300% by the end of...
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