A Quarterly Execs In The Know Publication
Welcome to the CX Insight Magazine. Issues are published in the months of January, April, July, and October. The magazine includes insights worth sharing from Execs In The Know and contributing authors. Enjoy!
Celebrating the Human Side of Customer Care.
Thinking about the industry’s most important resource — our people.
Welcome to the July 2021 edition of CX Insight magazine, an Execs In The Know publication.
Providing Support For What Matters Most
Over the past 12 months, companies have asked a lot of their people. From where they work to how they work, the past 12 months have forced many folks to juggle work responsibilities with home life in a whole new way. While these changes may have stretched the limits of what most leaders thought possible, particularly in terms of timelines and critical initiatives. In many ways these challenges have helped companies refocus on what matters most — their employees.
In this issue, we dive into some of the most significant changes and challenges to face the CX industry over the past 12 months, especially when it comes to finding, hiring, training, and retaining the right people. Specifically, we look at what it takes to be successful in a tight labor market, explore the characteristics of the next generation customer care agent, and learn what’s needed to create a more positive work environment with mental health at the forefront.
Additionally, this issue contains an insider’s look at Fulton County Government through a special Brand Spotlight featuring Brigitte Bailey, Director, Customer Experience and Solutions, as well as a one-on-one conversation with Diane Haluszka, Director, PVH Customer Service N.A. at PVH Corporation. As always, we hope you’ll find these and our other articles to be both informative and inspiring, especially as you and your organization refine future plans and further evolve existing strategies.