The CX Cast 416: Can Employees Keep Up With Customers’ Tech Expectations?
Aug 13, 2025
J. P. Gownder, VP and Principal Analyst at Forrester, dives into the fast-paced world of technological change and its implications for organizations. He explains the Technology Change Quotient (TCQ), a measure that helps assess employee readiness for adapting to new tech. The discussion highlights striking shifts in customer expectations driven by technology, the crucial balance between seizing opportunities and navigating challenges of rapid advancement, and the need for leadership that fosters a culture of continuous learning.
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Acceleration Through Stacked Technologies
- Technological adoption has accelerated dramatically because new innovations build on prior behavioral and technical foundations.
- This stack effect makes modern software and AI spread to millions far faster than past hardware shifts.
Skills Matter As Much As Access
- The digital divide is now as much about skills and adaptiveness as about access to devices or bandwidth.
- CX teams must consider both customer and employee asymmetries when deploying new tech.
Assess Readiness With TCQ
- Measure employee readiness using TCQ to predict adaptiveness, productivity, creativity, and inventiveness.
- Use TCQ results to prioritize training and change leadership before wide tech rollouts.