Entry-Level Jobs Now Demand Senior Skills: An EX Playbook for the AI Era

AI is absorbing the routine work juniors once learned from. This means entry-level roles increasingly call for strategic judgement from day one. How can EX leaders rebuild early-career development before the gap widens? A new study suggests the bottom rung of...

Companies With the Best Employee Experience: 11 EX Leaders Worth Learning From

Most companies are starting to take employee experience a lot more seriously these days. You can see that in how much effort they’re putting into tracking eNPS scores and using pulse surveys to get an insight into engagement and how people really...

Layoff Survivor Syndrome: The Hidden Cost of Job Cuts to Employee Experience

Redundancies rarely end with the people who leave. The colleagues who remain carry guilt, fear and heavier workloads – and the damage flows straight through to the customer. Here is what the evidence says, and what leaders can do about...

Your Employee Experience Roundup: Meta Thinks Snacks Can Fix a Morale Crisis, and the Frontline Left Behind (Again)

This week in employee experience, a single theme runs through the headlines: AI is widening the gaps that already exist inside the workforce. At Meta, an AI restructure has driven employee morale to a near 20-year low – and the company...

Meta’s Employee Morale Crisis: Why Snacks Can’t Fix a Trust Problem

Meta’s own technology chief has admitted employee morale is near a 20-year low. The company’s response – capping manager workloads on one hand, raising the snack budget on the other – shows leadership still misreading the problem it created. When CXM...

Employee AI Training for CX: How to Actually Prepare for Human–Machine Collaboration

No one really planned for a day when companies would be onboarding AI agents more often than interns, but here we are. We’ve been building to this for a while, first with chatbots, then AI-powered routing, then a few more...

The Frontline AI Gap: Why Frontline Workers Use AI Three Times Less Than Desk Staff

Another report shows the frontline workforce being left behind – this time on AI. New research from Workvivo by Zoom has found a frontline AI gap emerging. The study of 4,736 frontline and desk employees revealed that frontline workers are three times less likely...

Employee Sentiment Analysis: The Data Smart Companies Use Before Turnover Hits

Most companies pay close attention to how customers feel. They’re constantly gathering feedback, tracking NPS scores, and asking AI tools for hints on the sentiment behind a message or call. Fewer businesses give the same focus to their employees. That’s odd,...

Only a Quarter of Today’s Multigenerational Workforce Collaborates Well – and AI Is Widening the Gap

Only 26% of employees experience real ‘generational synergy’ in their jobs. The other three in four work somewhere that has not established how generations learn from one another. These findings come from O.C. Tanner’s first annual State of Generations at Work report. Generational...

Employee Wellbeing and CX: What Customers Feel When Teams Are Stretched Too Thin

Employee experience and customer experience get linked all the time. Employee wellbeing and CX don’t. They should. You can equip people with great tools and solid training, but if their health is off, service quality still suffers, people rush, empathy fades,...

UK Workers Want Robots in the Workplace for Heavy Lifting, Not Caregiving, Hexagon Study Finds

A new study from Hexagon offers a consistent view of where people want robots in the workplace, and where they clearly do not. Support for robotics is highest in warehouses and factories, where people favour robots for heavy lifting, hazard...

Employee Experience Journey Mapping: The Missing Link Between Change, Trust, and Performance

Customer experience doesn’t improve because companies ask more questions. It improves when they stop guessing, map what actually happened, and fix the parts that frustrate people. That shift changes how CX teams work. The same move is overdue inside organisations. The employee...