Tag: Employee Engagement

AI to dominate field service management by 2028, research finds

According to a recent report from Information Services Group (ISG), by 2028, two-thirds of enterprises will rely on AI to oversee field service operations, streamlining on-site support and improving efficiency. The ISG Buyers Guides for Field Service Management highlight a...

Disconnect over benefits leaves healthcare workers frustrated and ready to quit

Many healthcare professionals are considering leaving their jobs due to dissatisfaction with their benefits packages. According to recent research by Zest, 62% of healthcare workers would resign if their employers don’t improve their benefits. The study further revealed that 87%...

Shutting down mediation, automating models, rejecting Immigrants: a trend of displacement

Trump administration moves to shut down Federal Mediation AgencyThe Federal Mediation and Conciliation Service (FMCS) has been effectively shut down by Elon Musk’s Department of Government Efficiency (Doge) following a March 14 decree by President Trump. The move, aimed at...

Too polite to talk pay? How Brits avoid salary discussions 

In a nation where 71% of job adverts now include salary details, only 16% of Brits are willing to discuss their earnings with colleagues. Despite the UK leading Europe in salary transparency, new research from Indeed reveals that the British...

Merit, wages, and workforce changes: the hiring debate heats up

Businesses face pay structure adjustments amid a minimum wage hikeFrom 1 April 2025, the UK’s national living wage rises to £12.21 per hour for over-21s, with similar increases for younger workers. HR insight firm Brightmine reports that nearly 60% of...

Organisations building CX on poor foundations warns consultant

Organisations are missing the human ingredient when planning their customer experience strategies. Too many CX plans are based on flawed customer personas, which are detached from ‘human’ reality. Current CX strategies are being built “on poor foundations”, David Wales, CX consultant...

CX pros struggle in the modern job market (but help is at hand)

Rick M is based in Milwaukee, Wisconsin. He is a CCXP, has worked on the CXPA’s Book of Knowledge and he’s been searching for a full time CX role for five years.“I was looking at online job ads this morning....

TTEC unveils digital sales model to transform healthcare CX 

TTEC Holdings has introduced a blended healthcare digital sales model to provide scalable, cost-effective, and highly personalised sales solutions for healthcare organisations.This new model operates on a shared technology platform, allowing healthcare providers to optimise digital sales operations while maintaining...

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...

52% of leaders prioritise AI for CX efficiency, while 42% focus on cost & satisfaction

A recent study commissioned by Avaya and Forrester Consulting highlights AI’s growing influence on customer experience (CX). According to the findings, 52% of business leaders prioritise AI to boost customer support efficiency, while 42% see cost reduction and improved satisfaction...