Author: Sandra Radlovacki

AI Eases Burnout on the Frontline but Fuels a Different Kind of Stress

Frontline employees who regularly use AI are feeling less burned out than their peers, but that relief comes with a dose of anxiety about what the technology means for their future. A new global study from UKG, conducted with Workplace Intelligence,...

Zendesk Adds Voice AI and Video Support to Speed Service

Zendesk has introduced major updates to its Resolution Platform, adding voice AI and video support to help service teams work faster and more effectively. The enhancements, announced at the company’s AI Summit, cover customer service, employee support, and contact centre...

Only 11% of U.S. Consumers Trust Their First Search

When a U.S. consumer types in a query, chances are high that the answer won’t come from just one source. In fact, a new study by Yext reveals just how fragmented the path to purchase has become in America and...

Executives Admit Their CX Is ‘Broken’ and Blame It on the Culture

Business leaders may talk endlessly about the power of great customer experience. Yet, few believe they’re getting it right. A new report from WSJ Intelligence and Code and Theory, The Experience Gap: AI’s Imminent Impact on CX, finds that 93%...

Retailers’ Holiday Wish? Enough Staff to Serve the Surge

The tinsel isn’t up yet, but for U.S. retailers, the holiday hustle has already begun, and so has the stress. Store leaders are entering the season hopeful for booming sales but anxious about a challenge that’s becoming as traditional as...

ServiceNow Puts AI at the Front Door of Work With New Enterprise Interface

ServiceNow has introduced AI Experience, a new multimodal interface designed to bring artificial intelligence directly into the flow of work. Described as a “conversational front door” to enterprise AI, the platform connects people, data, and workflows while embedding governance and...

Employees Stopped Leaving but Stopped Caring Too

It seems like America’s workforce is holding steady in their jobs. However, their hearts aren’t really in it. New data from MetLife reveals more: employees are less likely to quit, yet more likely to feel disconnected, undervalued, and burned out. According...

Brands Overestimate Trust, Consumers Overlook Promises

It’s a simple assumption many business leaders make: if we deliver consistent messaging, customers will naturally trust us. But new research shows that assumption may be dangerously out of step with reality. In fact, confidence in customer experience may be...

Sprinklr’s New AI Agents and Copilot Aim to End Clunky Customer Service

Sprinklr has launched AI Agents, Copilot, and enhanced Customer Feedback Management (CFM) capabilities designed to streamline customer service and improve efficiency across the customer journey. The new Sprinklr Copilot acts as a real-time assistant for support teams. Instead of wading through...

Brits Are Turning to ChatGPT for Their Next Pint Spot

Brits are increasingly swapping word-of-mouth for word-of-machine when choosing where to eat or drink. A new report from Reputation and CGA by NIQ shows that AI tools like ChatGPT are now a go-to source for hospitality recommendations, on par with...