Employee Experience

Big Tech is Increasingly Moving Beyond ‘Human in the Loop’: Can Agentic AI Oversee Its Own Governance?

The human reviewer at the end of your AI pipeline may be less useful than you think. That, at least, is the argument being made by one of Amazon’s most senior security engineers. The rest of Big Tech appears to...

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...

Amazon Is Investigating the Engineers Who Testified Against Its Data Centres

Amazon is investigating three of its engineers after they testified before the Seattle City Council last month in support of a moratorium on new AI data centre construction. This is a move the employees’ lawyers say violates a local ordinance...

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...

‘LLMpathy’: Why AI Empathy Is Now a Business Risk

Wait. No way. 71% of consumers in a global study of over 11,500 people believe AI cannot create genuine human connection. That’s a clear majority view. And yet we are deploying AI empathy at scale, across customer service, coaching, healthcare, HR,...

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...