Employee Experience

Predictive HR Analytics for CX Leaders: Why it’s Crucial to Enterprise Workforce Planning

Workforce planning seems like a simple thing. You look at your workflows, define the skills you need, and fill the gaps when they appear. Except in CX teams, things don’t work that smoothly. One sudden change in your company, tech, or...

Marc Benioff Accuses CEOs of Using AI as a Scapegoat

Salesforce CEO Marc Benioff has criticised what he calls the “lazy” tendency among CEOs to blame artificial intelligence for job cuts. Speaking in an interview with The Future Live, Benioff said too many leaders “make AI the scapegoat” when announcing...

Voice of the Employee and CX Design: Why Staff Feedback Changes the Experience Game

Organisations pour real money into employee experience, through surveys, consultants, new platforms launched with fanfare, and still overlook one of the most valuable sources of guidance available to them: the people doing the work. Voice of the employee and CX...

You Can’t Engage Employees With Criteria They Don’t Understand

When performance criteria are vague, generic, or overloaded, the damage runs deeper than a frustrating review cycle. New research from HR advisory firm McLean & Company finds that poorly designed evaluation frameworks are weakening trust, raising stress levels, and contributing...

Employee Upskilling for CX: The Skills Your Teams Really Need to Earn Customer Trust

Most business leaders think they have a pretty good idea of the skills CX teams need right now. We all know customer-facing employees need to be great at communication, problem-solving, and conflict resolution. Unfortunately, this usually means that a lot...

How to Make Your Employees Feel Human in the Age of AI

The pitch from most AI vendors goes something like this: automate the routine, free up your people for the work that actually requires a human. It sounds reasonable. The problem is that the humans being freed up for that work...

Quiet Cracking and CX: How Employee Experience Fractures Customer Satisfaction

Contact centre work has always been demanding. Turnover has hovered around 30% to 45% a year for as long as anyone can remember,m but something’s shifting. Attrition isn’t exploding the way it did during the Great Resignation, and on paper,...

Gallup Finds Accountability is the Achilles Heel of Leadership

New Gallup research has identified accountability as the weakest of seven core leadership competencies, with fewer than half of leaders rating themselves highly at upholding employee performance standards. The findings point to a gap that is quietly costing organisations in...

Human Agents Are Trained, Evaluated on Speed, and Left to Guess the Rest

Every day, support agents handle hundreds of customer conversations that will never be seen by a quality reviewer. No one will check whether the agent communicated clearly, handled the issue effectively, or left the customer feeling valued. A new study...

FCC’s Proposal for US-Only Call Centre Staff Could Have a Bot-Sized Hole

The US Federal Communications Commission (FCC) has proposed that customer service agents be based in the United States. The move could end up accelerating the very problem it seeks to solve, according to AnswerConnect. The telephone answering service provider has warned...

AI Took the Repetitive Tasks and the Soul of the Office With It

Automation was supposed to free workers. Take the tedious tasks, leave the meaningful ones. According to new research from Resume Now, that is not quite how it has played out, and workers are growing aware of what they have lost...

Ignorance Is Bliss for Employees Who Buy into Corporate Jargon

Corporate jargon is a familiar part of modern workplace communication. Phrases about “driving strategic initiatives” or “unlocking scalable opportunities” often appear in presentations, emails and company mission statements. These trendy workplace buzzwords can sometimes obscure real organisational issues, rather than...