Trends Report

Improve Skills And Staffing For A Better Employee Experience

Further Skill Sets And Qualities Through Technology

July 17th, 2018
With contributors:
Christopher Voce , Rachel Birrell , Clare Garberg , Diane Lynch


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 empathy. 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.

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