employee experience

The Frontline AI Gap: Why Frontline Workers Use AI Three Times Less Than Desk Staff

Another report shows the frontline workforce being left behind – this time on AI. New research from Workvivo by Zoom has found a frontline AI gap emerging. The study of 4,736 frontline and desk employees revealed that frontline workers are three times less likely...

‘LLMpathy’: Why AI Empathy Is Now a Business Risk

Wait. No way. 71% of consumers in a global study of over 11,500 people believe AI cannot create genuine human connection. That’s a clear majority view. And yet we are deploying AI empathy at scale, across customer service, coaching, healthcare, HR,...

Employee Sentiment Analysis: The Data Smart Companies Use Before Turnover Hits

Most companies pay close attention to how customers feel. They’re constantly gathering feedback, tracking NPS scores, and asking AI tools for hints on the sentiment behind a message or call. Fewer businesses give the same focus to their employees. That’s odd,...

Only a Quarter of Today’s Multigenerational Workforce Collaborates Well – and AI Is Widening the Gap

Only 26% of employees experience real ‘generational synergy’ in their jobs. The other three in four work somewhere that has not established how generations learn from one another. These findings come from O.C. Tanner’s first annual State of Generations at Work report. Generational...

Employee Wellbeing and CX: What Customers Feel When Teams Are Stretched Too Thin

Employee experience and customer experience get linked all the time. Employee wellbeing and CX don’t. They should. You can equip people with great tools and solid training, but if their health is off, service quality still suffers, people rush, empathy fades,...

UK Workers Want Robots in the Workplace for Heavy Lifting, Not Caregiving, Hexagon Study Finds

A new study from Hexagon offers a consistent view of where people want robots in the workplace, and where they clearly do not. Support for robotics is highest in warehouses and factories, where people favour robots for heavy lifting, hazard...

Employee Experience Journey Mapping: The Missing Link Between Change, Trust, and Performance

Customer experience doesn’t improve because companies ask more questions. It improves when they stop guessing, map what actually happened, and fix the parts that frustrate people. That shift changes how CX teams work. The same move is overdue inside organisations. The employee...

Your Employee Experience Roundup: The AI Efficiency Pushback, Forrester’s Sobering EX Data, and 61% Cover Their Backs At Work

This week in employee experience, the rush to make short-term AI efficiency gains saw pushback at the Festival of Work 2026, where speakers urged organisations to adopt a more people-centric approach to AI. Meanwhile, fresh Forrester data shed light on how...

The Guide to Exit Interview Questions: How to Listen Well, Spot Patterns, and Fix Turnover

People don’t just leave for “more money” any more. They go for momentum, work that fits their life, managers who coach rather than micromanage, and tools that don’t fight them back. The trouble is, you don’t know what’s causing the...

Festival of Work 2026: AI Can Strengthen the CX–EX Link – or Sever It

We’ve known for a long time now that ‘happy employees equals happy customers’. But what is changing is how quickly that CX–EX link can be strengthened or broken as AI becomes increasingly embedded into work. At Festival of Work 2026, the...

Festival of Work 2026 Takeaways: The Efficiency Obsession With AI Is Backfiring

Peter Cheese opened the Festival of Work 2026 with a memorable comment that set the tone for the rest of the event. The pace of change has never been faster, he told the audience in his final address as Chief...

The NEET Crisis: Five Experts on Preventing a ‘Lost Generation’

The UK is “at risk of a lost generation”. That was the stark warning from a recent independent review led by former minister Alan Milburn, which found that within five years, one in six young people could be not in education, employment,...