Tag: employee experience

AI Is Racing Ahead of Employee Confidence, Survey Reveals

AI has been promised as the great unlock for productivity. Faster workflows, smarter scheduling, and less admin for overstretched teams. However, the reality is vastly different. UKG’s new 2026 workforce outlook suggests something much simpler is holding companies back: trust. The HR...

27% of U.S. Workers Would Rather Get a Root Canal Than Attend the Office Holiday Party

This December, plenty of workers would rather book a dentist appointment than open an office holiday party invite. Apparently, mandatory cheer doesn’t land the way it used to. New national research conducted by Censuswide on behalf of social-connection nonprofit Sunny found...

Riyadh Air to Become ‘World’s First AI-Native Airline’, Powered by IBM

Riyadh Air has announced a partnership with IBM that will see the Saudi Arabian carrier become what it claims is “the world’s first AI-native airline”, building its operations entirely around AI from launch rather than layering technology onto legacy systems....

AI Is Everywhere Except in Staff Training. It’s Time to Catch Up

You can’t walk into a workplace today without spotting AI somewhere in the background. Someone’s prompting a model for a quick draft, while others are summarising a spreadsheet. Customer service teams are relying on AI assistants to speed up replies. AI...

Calabrio: Agents Are Carrying More Than Ever, Leaders Need to Step Up

The pressure on contact centre teams has grown significantly in recent years. Customer issues are more complex, expectations are higher, and AI is transforming day-to-day work faster than many organisations can support. This context framed Calabrio’s session at the Contact...

GoHealth and Second Nature: The AI Partnership That Cut Employee Training Time in Half

At this year’s Contact Centre Expo, co-located with Customer Experience Expo UK in London, GoHealth’s Senior Vice President of Talent Operations, Jay Fortuna, described a transformation inside a business where precision, empathy, and regulatory compliance are non-negotiable. GoHealth, a major Medicare...

London Luton Airport Boosts Career Pathways for the Next Generation

London Luton Airport has been doing a star turn at recent customer experience awards events. The hard-working airport CX team took home Bronze for Best Customer-Centric Culture at last week’s International Customer Experience Awards. And at the recent UK Customer Experience...

BPO Customer Service Solutions: How Outsourcing Is Rewiring Modern CX

Not long ago, BPO customer service solutions were pretty simple. Companies used outsourcing as a kind of safety net; a way to save money when call volumes spiked or teams were stretched thin. But today’s reality is different. Leading brands...

What Is Self-Actualization? The Key to Growth, Fulfillment, and Productivity at Work

Work used to be a transaction: effort for income. Now, that isn’t enough. People want to grow, take steps that matter, and see their ideas change outcomes. That search is what self-actualization is about. It’s when work stops feeling like...

Over Half of Employees Download Apps Without IT Approval

Not long ago, security teams could see and control almost every tool used inside their company. Fast forward to today, and employees are their own tech departments, downloading apps, testing AI tools, and linking accounts in ways IT never signed...