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CX Files Podcast Summary
Welcome to the CX Files podcast summary for the episode aired on March 7, 2024. The hosts, Mark Calorie and Peter Ryan, interviewed Dr. Lolly Mansi, the program director for innovation and entrepreneurship at University College of Dublin, to discuss the topic of workplace wellness in the customer experience (CX) industry. Dr. Mansi pointed out that the current work environment is not working for people across all sectors, leading to burnout and mental health issues. This is exacerbated by the constant use of phones and screens, lack of restful sleep, and sedentary lifestyles. The hosts highlighted the impact of these factors on both managers and frontline agents in the CX industry, emphasizing the need for a change in how work is managed and balanced. They mentioned the importance of creating a positive morning routine, easing into the day with affirmations, and ending the day with gratitude reflections for ...
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