Today’s business leaders have weathered an unfair share of change since the start of the decade. This includes a sudden and unyielding demand for digital and cloud-first experiences, a talent shortage of epic proportions, unprecedented IT security considerations, and competitive disruption from players that many never saw coming.
Pragmatic leaders are quick to realize that change is far from over—especially when it comes to the future of work, which can be defined as the projection of how work, workers, and the workplace will evolve in the years ahead.
In a recent global survey commissioned by 8×8, Hanover Research asked approximately 500 IT and CX leaders to share their views on today’s challenges and competitive stance, as well as the future of work and its impact on employee and customer experience. Here are eight eye-opening takeaways:
- Sixty percent (60%) of IT and CX leaders believe the workforce will be predominantly hybrid by 2030. Just 7% believe that work will return to predominantly in-office.
- More than half (54%) say work-from-anywhere options should be available to every employee whose role allows it, and with the same rate of pay as an in-office peer.
- Three-quarters anticipate their organization will work four days or fewer by 2030, and that work will transition from a traditional 9-to-5 schedule to an asynchronous or task-oriented approach.
- More than a quarter (27%) of CX and IT leaders, and 42% of CX leaders specifically, say their organizations are still operating with on-premises communications and collaboration solutions.
- More than half (57%) of business professionals are currently prioritizing cloud communications over other technologies to facilitate workplace change. Sixty-eight percent (68%) say cloud communications will have the greatest impact on the future of work.
- Close to two-thirds (64%) believe cloud communications is the technology that will have the greatest impact on customer service and engagement moving forward. Forty-two percent (42%) say that customer service will be the department that is most changed/impacted by the future of work.
- Less than one-third (29%) of professionals consider their organization a leader when it comes to adopting emerging technology solutions related to the future of work; 71% consider themselves either fast followers or laggards.
- Almost half of IT and CX leaders (49%) do not currently have a future of work or 2030 strategy. When it comes to CX leaders specifically, 67% do not have a future of work or 2030 strategy, and 12% said they don’t ever plan on developing one, compared to just 1% of their IT counterparts.
The way we work has reached an inflection point.
This blog post has been re-published by kind permission of 8x8 – View the Original Article
For more information about 8x8 - visit the 8x8 Website
About 8x8
8x8 is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions, powered by one global cloud communications platform. Find out more about 8x8
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.
Author: 8x8
Published On: 3rd Nov 2022
Read more about - Guest Blogs, 8x8
