Emerging Trend: Chief Wellness Officers?

In a recent CRMXchange interview, Mosaicx's Rebecca Jones shared an interesting finding: at a recent workshop, she met two companies — one in healthcare and one in banking — that had hired Chief Wellness Officers to focus on the health and well-being of their contact center agents.

The link between employee well-being and customer experience (CX) has long been acknowledged. But for many years, it most often felt more like an aspiration than a genuine, prioritized focus. The Great Resignation sparked changes, but their sustainability was uncertain. This suggests a more enduring transformation.

Two powerful trends are up-leveling the profile of contact center agents. AI handling simple interactions is leaving the complex ones to humans. The complexities of the digital world require associates capable of assisting customers through sophisticated journeys. As customer service roles evolve into knowledge worker positions, organizations must fundamentally redesign their approaches to hiring, training, developing, and empowering employees.

While anecdotal, Rebeccas' data point is encouraging

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