The Future of Work Now: The Digital Transformation of Customer Service and the Emergence of Ireland’s Cx Professional: ICBE Advanced Productivity Skillnet

Date of Publication: June 2019
Filesize: 3MB


With Ireland increasingly positioned as a customer solutions hub for the global customer experience (Cx) sector, this study is concerned with the impact of digital transformation on such Irish organisations, specifically their acquisition and development of Cx Employees.

This research was conducted by ICBE Advanced Productivity Skillnet and the Department of Work and Employment Studies in the Kemmy Business School at University of Limerick, with 32 business leaders and 58 Cx employees across two large multinational organisations, in the financial services sector and the Information Communications Technology (ICT) sector.

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