{"id":73942,"date":"2025-09-26T09:45:19","date_gmt":"2025-09-26T08:45:19","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=73942"},"modified":"2025-10-19T09:58:04","modified_gmt":"2025-10-19T08:58:04","slug":"why-workforce-management-needs-a-human-touch","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/","title":{"rendered":"Why Workforce Management Needs a Human Touch"},"content":{"rendered":"

For decades, Workforce Management (WFM) has been the backbone of contact center operations.<\/p>\n

Forecasting demand, scheduling staff, and keeping costs in check remain the fundamentals. Yet while the discipline itself has not radically changed, almost everything around it has.<\/p>\n

Customer expectations are rising, automation is stripping away simpler interactions, and a new generation of agents is rewriting the rules of work.<\/p>\n

The result is a dramatically different landscape for planners, one where empathy and technical insight must now work hand-in-hand.<\/p>\n

\u201cAgents today want to feel much more empowered, with significantly more collaborative working conditions rather than the rigid, top-down management styles of the past,\u201d explains Jim Fleming, WFM Solutions Consultant at Sabio Group<\/strong>.<\/p>\n

\u201cThat shift alone creates challenges for planners who are also juggling increased absence rates, delayed sickness payments, and the impact of a buoyant remote working market.\u201d<\/p><\/blockquote>\n

Agents With Choices<\/strong><\/h2>\n

The influence of the gig economy looms large in the contact center.<\/p>\n

Younger workers in particular are less likely to stay loyal to one employer, especially with greater opportunities for flexible remote work now available.<\/p>\n

At the same time, the calls that reach agents are more complex than ever, as Fleming notes:<\/p>\n

\u201cThe simpler interactions are now handled by AI and automation, leaving agents with a constant flow of more intensive, complex cases.<\/p>\n

\u201cThis creates higher stress levels and contributes to elevated attrition rates, as agents find the work more demanding while having more employment options available to them.\u201d<\/p>\n

The consequence is a volatile workforce, where recruitment and training can quickly become a never-ending cycle unless organizations take a more empathetic approach to scheduling and support.<\/p>\n

Beyond Spreadsheets<\/strong><\/h2>\n

While agents are asking for more flexibility, planners themselves are under mounting pressure due to enhanced workloads.<\/p>\n

\u201cToday\u2019s planners require much deeper technical skills \u2013 way beyond Excel formulas \u2013 extending to VBA, SQL, and increasingly Python for data analysis,\u201d says Fleming.<\/p>\n

\u201cThe role is pivoting from largely administrative to providing insights and strategic direction not just to contact center management, but across the business in areas like HR, Marketing, and Finance.\u201d<\/p><\/blockquote>\n

Unfortunately, planners are not being rewarded for taking on these more skillful and demanding tasks.<\/p>\n

According to Sabio\u2019s latest eBook<\/a>, planning teams are \u201coften victims of their own success,\u201d because they manage to juggle so many conflicting priorities.<\/p>\n

This results in the teams rarely being given additional resources to absorb new channels or shifting business demands.<\/p>\n

Moreover, it\u2019s not uncommon for finance to demand a 10% cost reduction year on year, leaving planners to find creative ways to do more with less.<\/p>\n

As a result, the role has evolved far beyond the days of Excel-based scheduling.<\/p>\n

Empathy as a Planning Tool<\/strong><\/h2>\n

Perhaps the most striking evolution is the central role of empathy in WFM.<\/p>\n

Where planners once focused solely on service levels and cost, today, they must also consider the well-being of the people behind the schedules.<\/p>\n

Fleming details how the planning function has evolved from asking \u2018What number can I get past finance?\u2019 to genuinely considering \u2018How can we reduce pressure on agents while still meeting business objectives?\u2019.<\/p>\n

That might mean building more recovery time into shifts, increasing shrinkage allowances to account for the emotional toll of complex calls, or revisiting onboarding and support models.<\/p>\n

Even decisions around whether certain work is best suited to remote or office-based settings now fall within the planner\u2019s remit.<\/p>\n

\u201cEmpathy isn\u2019t just about being nice; it\u2019s become essential for retention and performance,\u201d Fleming stresses.<\/p>\n

\u201cWith agents more willing to change contact centers for better pay or flexibility, planners who don\u2019t consider the human element find themselves in a constant cycle of recruitment and training.\u201d<\/p><\/blockquote>\n

The Expanding Tech Toolkit<\/strong><\/h2>\n

Of course, empathy alone won\u2019t solve the challenges.<\/p>\n

Advanced WFM technology is essential for giving planners the visibility and flexibility they need.<\/p>\n

Yet many organizations are still relying on decade-old spreadsheet approaches, which simply cannot keep pace with the complexity of modern operations.<\/p>\n

Sabio\u2019s research also points to the growing importance of adjacent technologies such as speech analytics<\/a> in uncovering the drivers of call volumes and AI forecasting tools that promise sharper predictions.<\/p>\n

As Fleming puts it:<\/p>\n

\u201cToday\u2019s planning experts know their business and can respond when asked why something is happening.<\/p>\n

\u201cDirectors need that confidence. AI will get there, but it will take time for models to catch up.\u201d<\/p>\n

Sabio\u2019s Role in the Shift<\/strong><\/h2>\n

With over 20 years of global WFM expertise<\/a> and experience across more than 300 companies, Sabio positions itself as a trusted expert services partner rather than a one-size-fits-all vendor.<\/p>\n

Its multi-vendor practice spans leading platforms including Genesys Cloud, Calabrio, Verint, Avaya, and Amazon Connect.<\/p>\n

\u201cOur methodology starts with understanding the specific challenges and context,\u201d Fleming explains.<\/p>\n

\u201cWe don\u2019t just implement technology \u2013 we help organizations align their WFM strategy with business objectives through our WFM Healthcheck and Optimization services.\u201d<\/p><\/blockquote>\n

These services cover everything from reviewing end-to-end planning processes and skilling strategies, to refining shrinkage models and outsourcer management.<\/p>\n

The focus is on embedding best-in-class operational processes that help clients move beyond basic scheduling to more innovative, value-adding approaches.<\/p>\n

For customers like ESP Group<\/a>, Danish insurer Topdanmark<\/a>, and Benenden Health<\/a>, this has already translated into improved efficiency and better employee experiences.<\/p>\n

Blending Data with Humanity<\/strong><\/h2>\n

Ultimately, the future of WFM lies in blending hard data with human insight.<\/p>\n

Planners must be empathetic enough to support agents, technical enough to harness data, and strategic enough to influence the wider business. In short, they\u2019re pretty important.<\/p>\n

While Fleming concedes that this is no small feat, he argues that if planners \u201cstrike the balance between operational performance and agent wellbeing, they not only protect service levels but also create environments where people genuinely want to stay.\u201d<\/p>\n

Sabio explores these themes in greater depth in its ebook Staying Ahead: Workforce Management in a Changing World<\/em><\/a>, which offers practical guidance for planning teams navigating today\u2019s challenges.<\/p>\n","protected":false},"excerpt":{"rendered":"

For decades, Workforce Management (WFM) has been the backbone of contact center operations. Forecasting demand, scheduling staff, and keeping costs in check remain the fundamentals. Yet while the discipline itself has not radically changed, almost everything around it has. Customer expectations are rising, automation is stripping away simpler interactions, and a new generation of agents […]<\/p>\n","protected":false},"author":4983,"featured_media":73945,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,62064],"class_list":["post-73942","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-service-management-connectivity","tag-agent-wellbeing","tag-forecasting","tag-workforce-management","tag-workforce-optimization","brands_to_track-sabio","editorial_type-interview","intent-discovery","target_audience-dual"],"acf":[],"yoast_head":"\nWhy Workforce Management Needs a Human Touch - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including Agent Wellbeing, Forecasting, Workforce Management, Workforce Optimization and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why Workforce Management Needs a Human Touch\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including Agent Wellbeing, Forecasting, Workforce Management, Workforce Optimization and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-09-26T08:45:19+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T08:58:04+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Sabio_Demand_Silver_Feb25_Jan26_CX.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rhys Fisher\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rhys Fisher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"Why Workforce Management Needs a Human Touch\",\"datePublished\":\"2025-09-26T08:45:19+00:00\",\"dateModified\":\"2025-10-19T08:58:04+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/\"},\"wordCount\":987,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Sabio_Demand_Silver_Feb25_Jan26_CX.jpg\",\"keywords\":[\"Agent Wellbeing\",\"Forecasting\",\"Workforce Management\",\"Workforce Optimization\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\",\"Service Management & Connectivity\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/\",\"name\":\"Why Workforce Management Needs a Human Touch - CX Today\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Sabio_Demand_Silver_Feb25_Jan26_CX.jpg\",\"datePublished\":\"2025-09-26T08:45:19+00:00\",\"dateModified\":\"2025-10-19T08:58:04+00:00\",\"description\":\"CX Today covers Contact Center & Omnichannel\u200b news including Agent Wellbeing, Forecasting, Workforce Management, Workforce Optimization and more.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Sabio_Demand_Silver_Feb25_Jan26_CX.jpg\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Sabio_Demand_Silver_Feb25_Jan26_CX.jpg\",\"width\":850,\"height\":425},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Contact Center & Omnichannel\u200b\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\",\"name\":\"Rhys Fisher\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g\",\"caption\":\"Rhys Fisher\"},\"url\":\"https:\/\/www.cxtoday.com\/author\/rhys-fisher\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Why Workforce Management Needs a Human Touch - CX Today","description":"CX Today covers Contact Center & Omnichannel\u200b news including Agent Wellbeing, Forecasting, Workforce Management, Workforce Optimization and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/","og_locale":"en_GB","og_type":"article","og_title":"Why Workforce Management Needs a Human Touch","og_description":"CX Today covers Contact Center & Omnichannel\u200b news including Agent Wellbeing, Forecasting, Workforce Management, Workforce Optimization and more.","og_url":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2025-09-26T08:45:19+00:00","article_modified_time":"2025-10-19T08:58:04+00:00","og_image":[{"width":850,"height":425,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Sabio_Demand_Silver_Feb25_Jan26_CX.jpg","type":"image\/jpeg"}],"author":"Rhys Fisher","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Rhys Fisher","Estimated reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/"},"author":{"name":"Rhys Fisher","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044"},"headline":"Why Workforce Management Needs a Human Touch","datePublished":"2025-09-26T08:45:19+00:00","dateModified":"2025-10-19T08:58:04+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/"},"wordCount":987,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Sabio_Demand_Silver_Feb25_Jan26_CX.jpg","keywords":["Agent Wellbeing","Forecasting","Workforce Management","Workforce Optimization"],"articleSection":["Contact Center & Omnichannel\u200b","Service Management & Connectivity"],"inLanguage":"en-GB","copyrightYear":"2025","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/","url":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/","name":"Why Workforce Management Needs a Human Touch - CX Today","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Sabio_Demand_Silver_Feb25_Jan26_CX.jpg","datePublished":"2025-09-26T08:45:19+00:00","dateModified":"2025-10-19T08:58:04+00:00","description":"CX Today covers Contact Center & Omnichannel\u200b news including Agent Wellbeing, Forecasting, Workforce Management, Workforce Optimization and more.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Sabio_Demand_Silver_Feb25_Jan26_CX.jpg","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/Sabio_Demand_Silver_Feb25_Jan26_CX.jpg","width":850,"height":425},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/contact-center\/why-workforce-management-needs-a-human-touch\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"Contact Center & Omnichannel\u200b"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044","name":"Rhys Fisher","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g","caption":"Rhys Fisher"},"url":"https:\/\/www.cxtoday.com\/author\/rhys-fisher\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/73942","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/4983"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=73942"}],"version-history":[{"count":3,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/73942\/revisions"}],"predecessor-version":[{"id":73986,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/73942\/revisions\/73986"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/73945"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=73942"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=73942"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}