US

What the Workday Ruling Means for AI Hiring Discrimination

A US court has refused to throw out landmark claims that Workday’s AI screening tools discriminate against job applicants. The questions it raises reach any organisation that lets software decide who gets seen in the hiring process. On 22 June, a...

What the Gallup AI Layoff Gap Means for the Employees Who Stay

New research from Gallup cuts against the dominant narrative about AI and jobs. Among US technology workers, those who used AI less than monthly were three times as likely to have been laid off as colleagues who used it at least monthly. The...

Glia’s New AI Takes On Outreach Banks Can’t Do by Hand

Community banks and credit unions can now offload the outbound calls and texts they have never had the staff to make by hand, after Glia launched Glia AI Outreach, an automated voice and SMS tool that reaches customers about events...

CEO Confidence Tumbled in Q2: What This Means for Psychological Safety at Work

CEO confidence in the US economy fell sharply in Q2 2026, reversing the optimism that had built among business leaders in the previous quarter. According to a Conference Board survey of 141 CEOs from large US firms, conducted in collaboration with The...

US Bank App AI Assistants Handle Simple Jobs but Leave Customers Stuck on Fraud and Disputes

AI virtual assistants inside US bank and credit card apps cope well with routine requests yet fall down the moment customers try to report fraud, dispute a charge or untangle a real problem, according to a set of studies released...

Deloitte’s Two-Tier Benefits Cut: Smart Cost Management or a Signal About Who Matters?

Last month, Deloitte came under scrutiny for its plans to cut back on employee benefits for a group of workers in the US. From 1 January 2027, parental leave, annual paid time off, and IVF funding will be scaled back...

Half of US Travellers Say They No Longer Care Whether AI or a Human Solves Their Problem

Half of US travellers have reached the same conclusion about airline customer service: they do not care whether AI or a human agent resolves their issue, as long as it actually gets resolved. A new survey by Ada suggests that the...

U.S. CX Benchmarks Q1 2026: Tech Brands Set the Standard While Banking Loyalty Keeps Falling

Technology companies now outperform every other U.S. industry in customer loyalty, satisfaction and ease of interaction, while banking and credit unions have fallen to the bottom of all three customer experience metrics for the second consecutive quarter. The findings come...

Zillow’s New AI Mode Replaces Property Search with Guided Conversation

Real estate marketplace Zillow has launched Zillow AI mode, a conversational experience that lets buyers and renters ask questions about homes, explore affordability, and book tours. Currently in beta with a limited group of US users, the feature is built directly...

Experian Upgrades Its AI-Powered Virtual Assistant to Deliver Personalised Financial Guidance to 85 Million Members

Experian has released a major upgrade to EVA, the Experian Virtual Assistant, a conversational AI tool built into the Experian app that has been helping consumers understand their credit scores since its initial launch. The new version takes the assistant...

Easy Checkout Makes People Spend More (Without Noticing)

The easier it is to pay, the more people spend. That much is obvious. What’s less obvious is how many of them don’t realise they’re doing it. NMI’s Psychology of Payments survey of 1,000 US adults set out to measure how...

Leave Processes Are Failing Employees Across Every Generation

Gen Z takes leave for mental health, while Boomers take it to recover from physical illness. Gen X is squeezed between caring for children and ageing parents at the same time. Despite these differences, all of them are funnelled through...