Table of Content

Table of Contents

Executive Summary
Why Must People be a Critical Aspect of Every Digital Transformation
The Raging 20’s
The Raging 20’s (continued)

Customer Experience—Wouldn’t it be Great if All of Our Customers Felt this Way?
Customer Demands—They Want Excellent Customer Service
Anytime/Anywhere Care
Top End User Priorities in Digital Transformation—Top Business Goals, Global, 2019 to 2020
Top End User Priorities in Digital Transformation—Top IT Investment Drivers, Global, 2020 to 2021
Top End User Priorities in Digital Transformation—How Companies Plan to Measure their Digital Transformation Success, Global, 2019
Top End User Priorities in Digital Transformation—Relationship of IT Spending with Revenue Growth, Global, 2019

Workforce Engagement
CEX Industry “People” Challenges
CEX Industry “People” Challenges (continued)
Top End User Priorities in Digital Transformation—Voice Still Matters, Global, 2019
What Can be Done to Overcome these Challenges?
Benefits of Focusing on Workforce Engagement in the Contact Center

Giving Back
Giving Back
Proof of Culture
Giving Back + Empathy + Engagement
Giving Back + Empathy + Engagement (continued)

Key Takeaways
Key Takeaways
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