Employee Experience

Retail Retention Risk: Nearly Half of Frontline Employees Are Job Hunting While Planning to Stay

New research from employee experience platform Perceptyx points to a more complex retail employee retention risk than the familiar story of disengaged workers heading for the door. Drawing on a panel of 507 retail employees, most of them deskless, the data...

Your Employee Experience Roundup: Gen Z’s Pay Surge, Gallup’s AI Layoff Gap and the Entry-Level Squeeze

It has been a quieter week on the employee experience news front, which felt fitting for one spent largely trying to stay cool. What did surface kept returning to younger workers: their financial reality, their shrinking access to entry-level work,...

How HR Tech Improves CX: Fixing Workforce Instability at the Source

Most business leaders still have a narrow idea of what hurts customer experience. They tend to assume that if customers complain about a support interaction, the problem comes from something obvious, like a broken tool or an employee making a...

What the Gallup AI Layoff Gap Means for the Employees Who Stay

New research from Gallup cuts against the dominant narrative about AI and jobs. Among US technology workers, those who used AI less than monthly were three times as likely to have been laid off as colleagues who used it at least monthly. The...

Gen Z Are Out-Earning Millennials – But the Pay Rebound Won’t Last 

New Resolution Foundation analysis shows Gen Z workers out-earning their millennial predecessors. But a looming wage squeeze and a million young people out of work make this a precarious story, and a clear call to action for employers. Since the 2008...

Pegasystems CEO: Vendors Releasing Unpredictable AI Agents Shows a ‘Philosophy of Madness’

The CX and enterprise tech space more broadly is currently gripped by an obsession with scale. Major vendors are envisioning a future populated by tens of thousands of autonomous digital workers. Yet behind the promotional push for independent AI agents,...

Four Organisations That Prove You Can’t Fix Customer Experience Without Fixing Work Design 

Customer experience programmes obsess over what the customer sees, but the experience is shaped upstream by how work is designed. Perry Timms and Kirsten Buck of People and Transformational HR (PTHR) make the case for polymorphic work design, drawing on...

Digital Employee Experience: The Executive Guide to Productivity, Retention, and Growth

Most of us don’t think about the tech we use at work until it fails us. Usually, it’s the little things stacking up: a slow laptop, calls that keep dropping, or an HR system that makes it impossible to swap...

Nearly a Third of UK Employees Use AI to Fake Expenses as Financial Strain Bites

Nearly three in ten UK employees admit to using AI to fake or alter expense receipts. For people leaders, the next move is not to catch them out, but to examine what the behaviour actually means. New research from expense management software firm Emburse...

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...