Category: Employee Experience

AI Is Everywhere Except in Staff Training. It’s Time to Catch Up

You can’t walk into a workplace today without spotting AI somewhere in the background. Someone’s prompting a model for a quick draft, while others are summarising a spreadsheet. Customer service teams are relying on AI assistants to speed up replies. AI...

Banish the Office Winter Blues With A Suntory-Style Redesign

As northern winter looms, many of us are dragging our feet through a murky commute to the dingy office. A place that does nothing to boost the mood, whatever the camaraderie and work ethic. But this corporate-driven blandness part of...

Calabrio: Agents Are Carrying More Than Ever, Leaders Need to Step Up

The pressure on contact centre teams has grown significantly in recent years. Customer issues are more complex, expectations are higher, and AI is transforming day-to-day work faster than many organisations can support. This context framed Calabrio’s session at the Contact...

GoHealth and Second Nature: The AI Partnership That Cut Employee Training Time in Half

At this year’s Contact Centre Expo, co-located with Customer Experience Expo UK in London, GoHealth’s Senior Vice President of Talent Operations, Jay Fortuna, described a transformation inside a business where precision, empathy, and regulatory compliance are non-negotiable. GoHealth, a major Medicare...

London Luton Airport Boosts Career Pathways for the Next Generation

London Luton Airport has been doing a star turn at recent customer experience awards events. The hard-working airport CX team took home Bronze for Best Customer-Centric Culture at last week’s International Customer Experience Awards. And at the recent UK Customer Experience...

BPO Customer Service Solutions: How Outsourcing Is Rewiring Modern CX

Not long ago, BPO customer service solutions were pretty simple. Companies used outsourcing as a kind of safety net; a way to save money when call volumes spiked or teams were stretched thin. But today’s reality is different. Leading brands...

What Is Self-Actualization? The Key to Growth, Fulfillment, and Productivity at Work

Work used to be a transaction: effort for income. Now, that isn’t enough. People want to grow, take steps that matter, and see their ideas change outcomes. That search is what self-actualization is about. It’s when work stops feeling like...

The Price of Doing Business or £32 Billion in Frankenstack Waste? Freshworks Investigates The Cost of Complexity

As a business software user, glued to a laptop, there’s always a sneaking suspicion that software vendors, especially in the SaaS era, endlessly push new services and concepts. Features that many companies and their workers don’t need, creating complexity. That’s often...

HR Leaders Plan a Tech Overhaul as Automation Becomes a 2026 Priority

By the end of next year, a lot of HR departments will look very different — or at least that’s the plan. Paycom’s new research shows that 43% of HR professionals want to put technology upgrades at the top of their...

Over Half of Employees Download Apps Without IT Approval

Not long ago, security teams could see and control almost every tool used inside their company. Fast forward to today, and employees are their own tech departments, downloading apps, testing AI tools, and linking accounts in ways IT never signed...