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For Infrastructure & Operations Professionals

Improve Skills And Staffing For A Better Employee Experience

Organization: The Employee Experience Playbook

August 2, 2017


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This is the Organization report in The Employee Experience Playbook For 2018.

Why Read This Report

Enterprises have a growing awareness of how technology affects employee productivity, turnover, customer experience (CX), and financial performance. To lead, infrastructure and operations (I&O) organizations must realign their skills and staffing, equipping themselves with more soft skills such as human-centered design and facilitation. This report helps I&O professionals and their firms identify the skill sets and qualities necessary to lead an employee experience (EX) transformation through technology within their own organizations. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. We're updating it now with our most recent Forrester Data survey results.

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Table of Contents

  • Employee Experience Is Redefining I&O's Role
  • These I&O Qualities Drive EX Success
  • Recommendations

  • Build Employee Experience As A Core Competency
  • Supplemental Material
  • Related Research Documents

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