Last week, I attended four virtual analyst events hosted by Zoom, 8×8, Zendesk, and Verint, and noticed these overriding themes:
- COVID-19 changed everything, and organizations must revisit the way they look at both the customer and employee experience.
- Hybrid work will be the way forward, which means organizations must adapt and find ways to help their employees in this new environment. The old way of working, whether for enterprise knowledge workers or contact center agents, is changing, necessitating new tools and approaches.
