The CC/CX Update - Vol. 28

Hi Everyone,

Thank you as always for taking 5 minutes to read my views and thoughts on what's happening in Europe and North America within the CC/CX ecosystem.

You can also view the industry expert interviews as well as LinkedIn profile building hints and tips videos that accompany this newsletter at our YouTube channel below

The CC/CX Channel

Lets dive in!

Recruitment Trends

• Upswing! Two weeks ago in my last edition I said that busier times were coming for the recruitment market and they are here. In both North America and Europe companies are ramping up hiring for the end of 2023 and to add capacity for the start of 2024. Investment has remained consistent in our sector over the last 12 months, global financial market turbulence has not gone away but if anything change has become the excepted norm for the moment and so businesses are coping with it better. Companies are looking to increase ROI and retain customers more than ever so investment in AI within CX and CC improvements is unlocking new roles
• Internal Recruitment Reductions. I'm continuing to see companies laying off their talent acquisition teams which means more hiring managers are coming out directly to market or recruiters to hire. These are already busy people and adding recruitment on to their "to do" list just emphasises that. This is leading to some slower processes but I think in the medium term (rest of 2023) it will also lead to some erratic hiring processes too. Talk to your potential employer about the process at the start but be prepared to be flexible over the next few months
• C Suite Openings. There are more executive level candidates on the market than there are roles at the moment. Most companies are pyramidal so the more senior you are the fewer opportunities there are but this seems extreme at the moment and there is lots of experience and talent out there looking for work. We'll probably lose some experience to other associated sectors because of this and some people will set up their own fractional businesses. However the message to boards and investors at the moment is speak to recruiters because you can strengthen your strategic team with some brilliant people if you look right now

Hot Skills in Demand

• CCaaS/CX New Business Winners
• Client Management and Success
• Genesys Cloud Consultancy (Pre-Sales)
• Genesys Cloud Implementation Engineering
• AWS Connect Solutions Architecture

Events

Sept 21st - FourNet Digital Transformation Summit - London, England

FourNet Digital Transformation Summit - Sign Up Here

Oct 3rd -4th - Zoomtopia - San Jose, CA

Zoomtopia - Register Here

October 10th - Genesys G-Summit SE Asia - Bangkok, Thailand

Genesys GSummit SEAsia - Sign Up Here

7th November - Puzzel Elevate 23 - Online

Puzzel Elevate - Sign Up Here

Nov 27th - 1st Dec - AWS re:Invent - Las Vegas, NV

AWS re:Invent 2023 - Register Here

News

Genesys Cloud & Salesforce launch

Two Gartner leaders bring their capabilities together in a move that sends rumbles through the whole market.

Naturally I would be talking about this as it's one of the biggest CC/CX events of this year let alone this month. What impact will this have from a recruitment perspective though?

Well, it will probably lead to more redundancies at both businesses initially whilst also increasing hiring in the product and customer success teams. Genesys are already in the process of reinternalizing their professional services away from partners (this is the second time they've done this in EMEA over the last 10 years) so there will no doubt be some PS growth there too.

In the broader market the trickle down effect is harder to predict but there will be one. I think the first and most noticeable effects will be in end users internal hiring. As with any change of this scale its the users that need to adapt and they often look to bring skills in house to help them manage this change. This will probably mean we'll see some new job titles created that play to the Genesys Salesforce CX Cloud platform terminology and tools. My advice is to get informed on the platform and its capabilities to decide if you want to make a move in this direction and then if you do seek opportunities for experience ASAP to take advantage of the peak of the market over the next few months

Hot Jobs

Coming Soon: Interim/Contract Partner Training Roles - Global

AI/CX Product Manager - UK

Cloud & Voice Technical Support - CCaaS UK

New Logo Hunters - CCaaS/CX UK

Account Manager - CCaaS/CX Enterprise Clients

Genesys Cloud Pre-Sales Solutions Architect

As always thank you everyone for reading, commenting, sharing and subscribing!