Putting employee experience at the center of digital transformation

Venu Gooty, SVP – Digital Strategy & Transformation, discusses how excellence in customer experience (CX) must start with a healthy employee experience (EX), prompting businesses to rethink and adjust their CX strategies accordingly.

Digital transformation in a contact center is as much about people as it is about technology. By prioritizing the development and well-being of employees, companies can ensure that their contact center (CC) agents have the right skills and motivation to thrive in the digital age, while also creating more positive business outcomes. It may seem counterintuitive, but the emergence of generative AI-enabled tools has reinforced rather than debunked the idea that companies must integrate the human element into their AI initiatives to build a healthy, holistic employee experience (EX).