Category: Employee Experience

From rudeness to violence: the urgent need for conflict training in retail & hospitality

The latest report by Axonify highlights the alarming extent of customer incivility in the U.K. Only 2% of frontline employees have managed to avoid rude or aggressive customers in the past year, while 65% worry about how to handle escalating...

Meet Mercedes Benz robot Apollo: Rise of the factory machines

While we furiously try to keep up with the news on the massive number of AI agents across HR, EX and customer experience services. Don’t think we haven’t noticed the growing number of metallic machines appearing in factories and production...

High employee engagement equals low turnover: Is it that simple?

goHappy, the frontline employee engagement solutions provider, has published a compelling connection between employee engagement and turnover. Based on survey responses from 46,250 frontline workers in the U.S. and Canada, the Q1 2025 State of the Frontline Worker report shows...

Hospitality with soul: an interview with Ilunion Hotels’ Inmaculada Martinez Ruiz

Many hospitality companies talk a good customer experience, but seem surprised when you ask them for examples of actual customer happiness. That’s not how Ilunion works, providing a true focus on the customer experience. From its work in understanding the...

Dealing with the growing threat of shadow AI in your business

Employees are using shadow AI to explore the benefits of the ongoing AI hype machine, seeing what’s possible and solving issues. However, those efforts could endanger the validity of business data, impact decision making and create a myriad of legal...

Tech job adverts in the UK drop 50% as AI and offshoring reshape the industry

The UK has seen a dramatic decline in tech job adverts over the past five years, with listings falling by 50% since 2019. This drop is far steeper than the overall job market, where adverts have decreased by 31% in...

Firstup’s new tech knows what workers need—before they do

Corporate inboxes are overflowing, and workers are tuning out. intelligent communication company Firstup says it has the solution: AI-powered workforce orchestration that cuts through the noise and ensures employees get the right message at the right time, without the usual...

Call centre agents: Saving lives and building careers, busting contact centre myths

There’s a common image of a call centre as battery a farm for overworked keen young things, following the scripts to earn a modest crust. That image may include fielding hundreds of phone enquiries each day, dealing with difficult issues,...

GoTo’s AI receptionist will take your call now

As the every-platform-has-to-have-AI battle heats up, more contenders arrive daily in our news inbox. Today’s turnout alone will see another half-dozen services unveiled in the coming weeks. Entering the fray today is GoTo, offering a Connect AI Receptionist, presumably for...

Genesys introduces AI-powered tools to enhance supervisor efficiency

At Enterprise Connect 2025, Genesys introduced a new suite of Genesys Cloud AI capabilities designed to empower supervisors. These advancements aim to help organisations navigate the evolving work landscape within and beyond the contact centre.As businesses worldwide seek to enhance...