416: Can Employees Keep Up With Customers’ Tech Expectations? 

Featuring:

J. P. Gownder, VP, Principal Analyst

Show Notes:

As customers’ expectations shift due to their adoption of new technologies, organizations need to adapt. TCQ, Forrester’s Technology Change Quotient, measures the readiness of employees, teams, and organizations to adapt to technology in a way that drives productivity, creativity, and inventiveness. J. P. Gownder, VP, Principal Analyst joins us to explain: 

• How the pace of technological change is accelerating 

• What TCQ is and how it informs change leadership 

• How to balance opportunities and challenges of rapid tech advancement 

• What CX pros should understand about tech advancement to bridge the gap between customer expectation and employee ability 

To learn more, see J. P.’s blog post,  Introducing Forrester’s Technology Change Quotient. Forrester clients can also access the report, The Forrester Technology Change Quotient (TCQ) Assessment.