Category: Employee Experience

Bruce Temkin wants to create human-centric organisations

Making money and delivering growth are at the core of modern business leadership. Deliver these two things, and the rest will take care of itself. In the late ‘90s things started to slowly change. Organisations became more aware of the...

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....

How OKRs boost employee experience and engagement

Objectives and key results (OKRs) are essentially a goal-setting framework. In companies like Google and LinkedIn, teams and individuals have used this framework to set challenging, ambitious goals with measurable results.OKRs consist of an ‘objective’ that is a clearly defined...

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...

Meet Mercedes Benz robot Apollo: Rise of the factory machines

While we furiously try to keep up with the news on the massive number of AI agents across HR, EX and customer experience services. Don’t think we haven’t noticed the growing number of metallic machines appearing in factories and production...

High employee engagement equals low turnover: Is it that simple?

goHappy, the frontline employee engagement solutions provider, has published a compelling connection between employee engagement and turnover. Based on survey responses from 46,250 frontline workers in the U.S. and Canada, the Q1 2025 State of the Frontline Worker report shows...

Hospitality with soul: an interview with Ilunion Hotels’ Inmaculada Martinez Ruiz

Many hospitality companies talk a good customer experience, but seem surprised when you ask them for examples of actual customer happiness. That’s not how Ilunion works, providing a true focus on the customer experience. From its work in understanding the...

Dealing with the growing threat of shadow AI in your business

Employees are using shadow AI to explore the benefits of the ongoing AI hype machine, seeing what’s possible and solving issues. However, those efforts could endanger the validity of business data, impact decision making and create a myriad of legal...

Tech job adverts in the UK drop 50% as AI and offshoring reshape the industry

The UK has seen a dramatic decline in tech job adverts over the past five years, with listings falling by 50% since 2019. This drop is far steeper than the overall job market, where adverts have decreased by 31% in...

Firstup’s new tech knows what workers need—before they do

Corporate inboxes are overflowing, and workers are tuning out. intelligent communication company Firstup says it has the solution: AI-powered workforce orchestration that cuts through the noise and ensures employees get the right message at the right time, without the usual...