What is your plan for GigCX in 2023?

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Gig-based customer experience (GigCX) is a growing trend in the CX world.

Many CX leaders have already planned to incorporate GigCX into their businesses. In 2022, we surveyed 400 CX leaders and discovered that 72% of them said they have added or plan to add gig talent to customer service or sales operations within the next two years. Additionally, a whopping 83% of those surveyed say that GigCX “is inevitable” or “here to stay.”

Other major brands like Microsoft, PlayStation, Samsung, Dell, HP and others have already implemented GigCX into their operations and have been reaping the benefits of improved customer satisfaction and agility and reduced costs.

 Adopting GigCX into your CX organization is no longer a question of if – it’s a question of when.

What is influencing the growth in GigCX?

Almost half of American workers are now participating in the gig economy in some way, according to the International Labor Organization. And Statistic predicts that 50.9% of the total U.S. workforce will be freelancing by 2027.

In the realm of customer experience, Gartner expects gig to make up 50% of the customer service workforce by 2025.

Additionally, in an already historically difficult hiring market, it has become increasingly more difficult to find and hire qualified contact center workers. Changing demographics in the workplace have made on-premises contact centers a much less appealing option for many workers.

According to our research, this is one of the key drivers leading CX leaders to consider GigCX. One in four (28%) CX leaders said access to talent with the required skills is their top challenge when it comes to contact center staffing.

Additionally, 32% of CX leaders said customer expectations are driving them to re-evaluate their CX operating model. Consumers expect faster response times, greater empathy and understanding, more personalized experiences, and stronger human connections from brands.

5 reasons you need a GigCX plan

The question for every CX leader is: Do you have a plan to include GigCX in your customer experience?

When asked by your peers, how will you articulate the positives and negatives? Where will gig experts fit in your operation? What impact they will have on your bottom line?

Here are 5 reasons you need a GigCX plan:

Still unsure you need a plan?

Check out our e-book, 5 Reasons You Need a GigCX Plan.

Ready to get started with your GigCX plan? Contact us to set up a time to chat. We will assess your customer experience operations to determine if GigCX is a good fit for your business.


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