Category: Employee Experience

Gartner: Most Customer Service Agents Fail to Promote Self-Service Tools

Despite the rising importance of self-service in enhancing customer experience and lowering operational costs, a new Gartner survey reveals that most customer service agents are failing to actively promote these options. According to the survey, 60% of agents do not...

Capital One makes employee engagement key to CX strategy

Capital One isn’t your usual bank. In fact it doesn’t even think of itself as a bank. It’s more of a technology company that happens to offer banking services. That subtle difference is reflected in its approach to employee and...

Ready or not, AI is here! UK businesses are playing catch-up

A new report from Qualtrics reveals a growing disconnect between UK business leaders’ recognition of AI’s transformative potential and their confidence in deploying it effectively. While a resounding 92% of executives agree that AI will reshape their industries, only 16%...

Most organisations are badly run, says expert

Most organisations are badly run. Anybody who has ever been an employee has an anecdote about a dysfunctional organisation, populated with inexplicable decision making, toxic culture and crazy line managers. “Most organisations are poorly run, and there are repeating patterns that...

Why Gen Z is rethinking workplace communication

By the time Isobel McWilliams enters a meeting room, she’s already attuned to the signals no one says out loud. Some colleagues will dive into conversation. Others prefer a Slack DM. And then there’s the new Gen Z hire, efficient...

Your next coworker might be an AI avatar

A new report from Colossyan is painting a vivid picture of the future workplace—and it includes AI avatars in the starring role. According to the State of AI Avatars Report, 91% of U.S. workers believe AI avatars can help boost...

Data shows 84% of popular AI tools have been breached, and employees are still using them 

AI tools are transforming modern work, but their rapid, often unmonitored adoption exposes companies to serious cybersecurity risks. A wave of recent studies, including the Cybernews Business Digital Index, reveal that 84% of popular AI tools have suffered data breaches,...

Almost 80% of Gen Z frontline workers say poor training impacts job performance

According to a new report by Axonify, 77% of Gen Z frontline workers in the U.S. have encountered job situations where insufficient training made it difficult to perform tasks effectively. The impact is personal and profound—62% reported feeling overwhelmed or...

Employees want purpose and pay, employers struggle to deliver 

Despite a rise in unemployment, many UK employers still deal with talent shortages, as job seekers become more selective about the roles they pursue. According to the latest Talent Trends report from recruitment firm Michael Page, two out of every...

TELUS Health buys Workplace Options in $350M deal, expands global reach in employee wellbeing

TELUS Health has acquired Workplace Options (WPO), a major provider of employee wellbeing services to Fortune 500 companies, in a deal valued at approximately CA$500 million (US$350 million). The acquisition significantly expands the company’s international footprint, adding a network of...