The Leadership Gap: Why Frontline Managers Are the #1 Driver of CX Performance in 2025
And what the most successful CX organizations are doing now to prepare for 2026.
Add bookmark
We respect your privacy, by clicking ‘Watch On Demand’ you agree to receive our e-newsletter, including information on Podcasts, Webinars, event discounts and online learning opportunities. For further information on how we process and monitor your personal data click here. You can unsubscribe at anytime.
Watch On-Demand
This webinar reveals how frontline leadership competencies directly impact CX performance, engagement, and retention — and how top-performing customer contact centers are building stronger leadership benches. You’ll also see how your own leaders compare to industry benchmarks.
You’ll learn:
- The leadership competencies most predictive of high-performing CX teams.
- How leadership effectiveness influences agent retention and coaching outcomes.
- What top-quartile organizations are doing differently — and how to benchmark your own leaders.
- Where most customer contact centers fall short — and how to identify your own gaps via benchmarking.
