IT’s Pivotal Role in Long-Term CX Strategies

Author: Robin Gareiss, CEO and Principal Analyst In an unexpected turn of events, IT teams were faced with an unthinkable challenge in March 2020. They raced to move agents to home offices practically overnight—and in large part, were successful in doing so. After several months of operating in this new workplace, customer experience (CX) leaders plan to continue some form of work-from-home (WFH) strategies when the pandemic comes to an end. In doing so, IT will continue to play a central role by promoting technology innovation and consistency to support business goals, regardless of where agents are doing their jobs. To meet these demands, primary IT responsibilities center around a few key areas: effectively managing application performance for remote workers; selecting and managing deployment of advanced applications; and securing funding to deliver the necessary technologies to guarantee success.

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Table of Contents

• Executive Summary
  • Research Success Group
• IT’s Role in the New Workplace
• Architecture Selection
• Advanced Technology Deployment
  • Artificial Intelligence and Machine Learning
  • Collaboration Integration
  • Workforce Optimization
  • Analytics
• Management and Security
• Remote Agent Technology Kit
• Ensuring Funding
• Conclusion
• Research Methodology