AI Workforce Planning: How to Predict Workforce Demand Without Burning Out the Team

The workplace has never been less predictable. Most companies are in an odd state of limbo, reluctant to hire more staff or make any solid progression plans because they’re still waiting to see what kind of impact AI is going...

Predictive HR Analytics for CX Leaders: Why it’s Crucial to Enterprise Workforce Planning

Workforce planning seems like a simple thing. You look at your workflows, define the skills you need, and fill the gaps when they appear. Except in CX teams, things don’t work that smoothly. One sudden change in your company, tech, or...

Will AI Replace Contact Centre Agents? No, But It’s Going to Change the Job

Fears about AI tools replacing humans have been building up for a while now. AI comes bundled into virtually every CX platform and tool. Companies like NiCE, Genesys, and Dialpad already think agentic AI is running the contact centre. Some companies,...

Voice of the Employee and CX Design: Why Staff Feedback Changes the Experience Game

Organisations pour real money into employee experience, through surveys, consultants, new platforms launched with fanfare, and still overlook one of the most valuable sources of guidance available to them: the people doing the work. Voice of the employee and CX...

You Can’t Engage Employees With Criteria They Don’t Understand

When performance criteria are vague, generic, or overloaded, the damage runs deeper than a frustrating review cycle. New research from HR advisory firm McLean & Company finds that poorly designed evaluation frameworks are weakening trust, raising stress levels, and contributing...

HubSpot Ties AI Agent Pricing to Results

HubSpot is changing how it charges for two of its flagship AI agents, moving from activity-based fees to a model where customers only pay when the agent completes its assigned task. From 14 April, Breeze Customer Agent will be priced...

Sprinklr and CreatorIQ Unite to Give Enterprise Brands One View of Creator and Social Data

Sprinklr and CreatorIQ, a creator marketing platform, have announced a strategic partnership to solve one of enterprise marketing’s most persistent measurement problems: the disconnect between creator campaign data and the social and paid performance picture. The partnership integrates CreatorIQ’s Creator Graph,...

How Gen Z Is Pushing the US Towards a Cashless, Cardless Future

Digital wallets were supposed to be a generational curiosity. Something younger consumers dabbled with while everyone else kept their cards. New data shows the physical wallet is fading and turning into a digital one, and Gen Z is the reason...

SurveyMonkey Adds Automated SMS Survey Invites to Its Salesforce Integration

SurveyMonkey has made automated SMS survey invitations generally available within its Salesforce integration, enabling CX and support teams to trigger personalised text message outreach directly from customer records. By the time a survey lands in a customer’s inbox, the experience being...

Oracle Leads a Wave of Mass Tech Layoffs Across Q1 2026

Oracle’s decision to eliminate up to 30,000 jobs brings a bruising first quarter for tech workers to a close. On 31 March, Oracle began notifying employees across the US, India, Canada, and Mexico that their roles had been eliminated. Analysts...

Invoca Expands AI Agent Suite to Tackle the Conversion Crisis

Invoca has announced a significant expansion of its AI agent capabilities, introducing tools built to address the point where marketing investment most often fails, the conversion stage. The launch centres on two products, an AI Voice Agent and an expanded AI...

B2B CX Teams Are Paying a Hidden “Coordination Tax” and AI Is Making It Worse

AI was supposed to mean faster responses, smarter routing, and less manual work. In many B2B customer experience teams, the investment has followed the pitch while the results have not. The tools multiplied, the dashboards filled up, and the workload...