Category: Employee Experience

AI Empowers CX Employees…but we’re Measuring the Wrong Things

At its best, science fiction taps into our contemporary anxieties to predict the fate of humanity. An episode of Doctor Who, for example, featured robotised mega-corporations, human irrelevance, and despair. The Doctor may be sci-fi fantasy, but the issues are...

Image Problem: Google Gives Inaccurate Picture of Women in Senior Roles

Data harvested from Google Images has revealed the extent to which women around the world appear to be underrepresented in senior management roles, compared to the actual number of women holding these posts in real life. Global data provider Creditsafe replicated a...

British Airways Staff go East for ‘Workation’ Opportunity

British Airways is among firms taking part in a new initiative to boost productivity by having staff go on a week-long “workation” to Lithuania. The Workstation Vilinius programme offers firms the chance to send staff to the Lithuanian capital to work,...

First Contact Resolution: The key Measure in Contact Centres

There are many common customer service metrics in place in contact centres: CSAT, NPS, FRT, CES, AHT, FCR, the list goes on. Some are more valid than others and some are simply outdated and add confusion and conflict to both the...

Employment Fears Grow Alongside AI Capabilities

A majority of UK adults are worried for the future of their jobs due to the growth of artificial intelligence (AI), a new report has revealed. According to the findings of think tank Fountech.ai, 67 percent of 2,000 adults polled are worried AI will...

Engaging Millennials: The Time is Now

Described as a ‘generation disrupted’, millennials are a pivotal talking point in every sphere. Deloitte’s most recent millennial survey uncovers the impact continuous change and instability has had on younger generations. Their lack of trust towards employers and business leaders...

CXM Book Shelf: Employee Experience by Ben Whitter

There isn’t a lot that Ben Whitter doesn’t know about when it comes to employee engagement and getting the best out of a workforce. Known throughout the UK and further afield as Mr Employee Experience, the founder and Chief Experience Officer at...

Warning Over UK Employees’ Digital Skills Gap

A digital skills shortage is preventing employers from filling vacancies, new research warns. The UK Consumer Digital Index, from Lloyds Bank, has been examined by Reboot Online Digital Marketing Company, which discovered that while more than half of the UK uses the internet...

Kids Causing Summertime Blues for Home Workers

Summertime may be fun for the kids when school’s out, but for home workers it can lead to days filled with noise and distractions. With an ever-growing number of the UK workforce operating from home offices, the summer holidays can be a...

Smarter Communication: The key to Employee Engagement in the Modern Workplace

The workplace as we know it is transforming, as digital innovation creates new ways of working and many employees operate across more devices, time zones, and locations than ever before. The uptake of flexible, off-site, and remote working trends has...