Break down silos to supercharge Employee and Customer Experiences in tandem

C-suites must align the whole organization behind customer and employee experience

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Virtusa partnered with HFS, a global business research consultancy firm, to organize a roundtable webinar on customer experience (CX) transformation. Twenty senior executives discussed the changing nature of customer service and the accelerated digital transformation challenges brought on by the pandemic. 

HFS compiled a research report based on the discussion that outlines:

  1. How customer service is changing to operate in the new hybrid working environment
  2. Impact of the hybrid work environment on customer and employee experience (EX)
  3. Barriers to customer service transformation
  4. Role of CEOs/senior leadership in overcoming those barriers 

 

To learn more key findings from the Service Transformation: Putting the customer at the center of your business roundtable, please download a copy of the report below.

“Employees will spend 40% of their on-the-clock time working from home over the next 12 months".*

"Silos are the standout barrier to customer service transformation".*

"CEOs and their leadership teams must align the whole company to eliminate silos".*

*HFS Research Report: Break down silos to supercharge EX and CX in tandem

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can break down silos to align CX and EX.

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