How can companies leverage technology and data analytics in the hiring process to identify candidates who not only possess strong CX competencies, but also have the ability to adapt and innovate in a rapidly changing customer service landscape?

Companies can leverage technology and data analytics in the hiring process by using applicant tracking systems to identify candidates with relevant skills and experience in customer experience (CX) roles. They can also use predictive analytics to assess candidates' adaptability and innovation potential based on their past performance and behavior. Additionally, companies can incorporate assessments and simulations into the hiring process to evaluate candidates' problem-solving abilities and creative thinking skills, which are crucial for adapting and innovating in a rapidly changing customer service landscape. By combining technology and data analytics with traditional hiring methods, companies can identify candidates who not only possess strong CX competencies but also have the ability to thrive in a dynamic and evolving customer service environment.