Trends Report

What To Do When Your People Are Your Product

EX Lessons From Technology Service Providers

December 27th, 2021
Amit Bhatia, null
Amit Bhatia
With contributors:
Ashutosh Sharma , David Brodeur-Johnson , Ted Schadler , Sukriti Dangi , Bill Nagel

Summary

When employees went remote en masse due to the pandemic, firms suddenly found themselves blind and deaf to what their employee experience (EX) was like, increasing the risk of disengagement and burnout. This was further complicated for large services firms given their high dependence on people. While services firms have started to remedy the situation by focusing on some EX tactics, they must mature their EX practices by focusing on a larger, connected strategy. Read this report to understand what employee-intensive firms, irrespective of industry, should focus on to improve their EX and better deal with the tsunami of people issues they face.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.