The Gig Economy: A Win-Win for Businesses and Distributed Workforce

The Gig Economy: A Win-Win for Businesses and Distributed Workforce

There is no easy way to tell people they are losing their job, and downsizing is happening rapidly these days. Microsoft is the latest big tech company to announce cutting 10,000 roles by the end of the third quarter. It’s quite scary if you are one of these people who won’t get a paycheck in a few months. Yet, it’s not entirely bad news, given the booming gig economy. It is enabling companies to sustain growth with customer-centricity at the forefront. Also, the workforce gets to earn income with the work-life flexibility they crave.

What Is The Gig Economy?

The gig economy refers to a labor market characterized by the prevalence of short-term contracts versus permanent jobs. Gig work, also known as freelance or independent work, allows individuals to spend time on a project-by-project basis for various clients or companies. Other names for gig work include the sharing economy, the on-demand economy, and the freelance economy. Companies like Uber, TaskRabbit, and Upwork are examples of companies that are part of the gig economy. The list is growing quickly as business processing (BPO) solutions like Liveops help brands and skilled talent thrive.

The Benefit of The Gig Economy For Companies:

  1. Increased efficiency: Gig workers specialize in specific areas of expertise, which can lead to increased company competencies and productivity.
  2. Lower overhead costs: Companies can save expenses associated with maintaining a physical office space or providing benefits to full-time employees.
  3. Increased agility: The ability to scale up or down the workforce quickly can give companies a competitive edge and help them adapt to changing market conditions.
  4. Reduced risk: Hiring gig workers on a project-by-project basis reduces the risk of long-term commitments and allows companies to try out different workers before committing to a full-time hire.
  5. Access to talent: With the rise of digital platforms and remote work, companies can access a talent pool beyond their local HQ location, opening up new opportunities for growth and expansion.

The Value of The Gig Economy For The Workforce:

  1. Flexibility: Gig work gives individuals more control over their schedules and the ability to balance work and home responsibilities. They can select projects and the clients they want to work for, allowing them the freedom to pursue passions and interests.
  2. Income diversity: Gig workers can manage multiple clients, providing a more stable income stream as they are not dependent on a single employer.
  3. Skill development: Gig work enables people to develop new skills and expand their professional network.
  4. Entrepreneurial opportunities: The gig economy provides a path to entrepreneurship for people who want to start a business.
  5. Remote work: With the rise of working from anywhere, people gain more control over their time by reducing long commutes. 

Examples of Jobs In The Gig Economy Enhancing Customer Experiences When Done Right

  • Customer service support and training
  • Social Media and personalized content writing
  • User experience (UX) design and execution
  • Market research- survey takers, mystery shoppers, etc.
  • Telemarketing and follow-up
  • Customer onboarding and account relationship management
  • Voice of Customer (VoC) analyst with closed-loop compliance
  • Chatbot development and data security
  • Talent sourcing and payroll administration
  • Claim processing and patient data management

In conclusion, the gig economy is a rapidly growing labor market characterized by the prevalence of short-term contracts and freelance work. Companies downsizing can benefit from gig workers by accessing a flexible workforce, which can help reduce expenses and provide access to a broader talent pool. Additionally, gig work offers a path to entrepreneurship for individuals who want to start their own businesses.

Interested in more information, whether you are an enterprise or an individual looking to take advantage of the gig economy, contact Stacy Sherman at:

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Differentiating Customer Service vs. Customer Experience and Trends

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Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
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Customer experience & customer service are both important. Yet, they are not the same.

Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right for long-term success.  Additional topics include:

  • Where user experience UX sits within customer experience and customer service and the value of user experience in designing new products and services.
  • Important trends, such as gig CX and chatbot deployment, impacting how people feel about a brand and the likelihood to stay, recommend, etc.
  • Ways to leverage AI, artificial intelligence, to understand the voice of your customer beyond surveys and improve contact center and agent efficiencies.
  • A sampling of AI platforms and solutions that you may want to look into, keeping in mind that this show is vendor agnostic. Also, a case study on the financial benefit of deploying AI and reducing customer friction.
  • Leadership tips and best advice given and received

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About Max Ball

Principal Analyst at Forrester. Spent a significant amount of time at a number of great companies, including Genesys Telecommunications, Edify Corporation, and IBM. Max is a strategic thinker who likes rolling up his sleeves and getting things done, a dynamic presenter, and a passionate evangelist. His experiences span across:

13 years of Product Marketing and Product Management experience
4 years of Sales Engineering and Sales Management experience
6 years of Training and Training Management experience
4 years of Professional Services experience

Learn more: Twitter and LinkedIn.

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.