The Evolving Customer Experience Management (CXM) Talent Model: The Rise of the Super Agent

23 Mar 2018
by Skand Bhargava

The shift in the CXM industry from arbitrage-first play to digital-first play has been well evidenced. Increasing focus on providing an integrated, seamless, and consistent customer experience across multiple channels is driving adoption of next-generation technology solutions. While this is leading to improved overall process efficiency, cost optimization and better customer experience, it is also resulting in higher complexity of work for the agents and, thereby, shrinking demand for agents performing basic transactional work. All these factors are bringing in a change to the delivery pyramid and the overall talent model requirements in the industry. The report provides answers to the below-mentioned questions:

  • How has the digital shift impacted the CXM delivery pyramid?
  • What are the key changes in talent requirements related to agent profile and skills?
  • How is this change impacting the shoring mix?
  • How are the recruitment and L&D techniques evolving to align with this change?
  • What are some of the key action steps for service providers and enterprises?


Customer Experience Management (CXM) Services, including Contact Center Outsourcing


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