Category: Employee Experience
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AI transforms the employee experience
Artificial intelligence is increasingly reshaping the employee experience (EX), especially among customer service and support teams. Recent research from Genesys explored employees’ concerns about AI and how organisations are addressing those concerns.The report found that customer experience (CX) leaders and...
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Experienced Leader Maria Börjesson Takes Helm at Netigate
Netigate, a leading European provider of customer experience (CX) and employee experience (EX) management solutions, has appointed Maria Börjesson as its new CEO.Having held leadership positions at companies like Visma Software and Knowit Development, Börjesson brings a wealth of experience...
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Salesforce’s Agentforce: a new AI era for customer and employee experiences
Salesforce has announced Agentforce, the latest AI-driven feature that brings a more proactive and autonomous approach to customer experience (CX) and employee experience (EX). Aimed at maximising operational efficiency and enhancing interactions, Agentforce helps businesses deploy AI agents that can...
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UK businesses grapple with 41% increase in sick leave
According to new data from TotalJobs, sick leave in the UK has surged by 41% over the past three years, adding more pressure to declining productivity levels. The study points to rising absenteeism as a contributing factor to a “cycle...
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Freshworks unveils new tool for enhanced CX and EX
Freshworks has announced Freddy AI Agent, an autonomous service tool designed to elevate customer (CX) and employee experiences (EX). Freddy AI Agent is engineered for fast, seamless deployment, enabling businesses to install the agent in minutes without extensive coding or...
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72% of Gen Z say job interactions hurt their mental health
As Gen Z approaches a third of the global workforce by 2030, their experiences on the frontline are raising red flags for employers worldwide. A new study by UKG, surveying nearly 13,000 frontline workers and managers across 11 countries, reveals...
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Retailers gear op with 500,000 hires for a strong holiday season
The National Retail Federation (NRF) predicts a solid growth in U.S. holiday spending for 2024, with sales projected to rise between 2.5% and 3.5% compared to last year’s numbers. This year’s total holiday spending is expected to reach between $979.5...
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AI maturity lags in 60% of contact centres, new survey finds
According to UJET’s latest survey, 60% of contact centre AI deployments fall into the “low maturity” category. The study showed that low-maturity implementations focus mainly on cost control and efficiency rather than fully leveraging AI’s potential to enhance customer experiences...
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Cisco enhances employee collaboration with new AI-driven solutions
Cisco has unveiled new AI-driven tools aimed at transforming employee experiences and streamlining more intelligent and connected workplaces. With innovations like Cisco Spatial Meetings, the Ceiling Microphone Pro, and expanded Webex AI Assistant capabilities, Cisco aims to make collaboration easier...
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UK internship opportunities fall 30% as job market tightens
Internship opportunities in the UK have dropped this year, making it harder for students and graduates to obtain work experience. According to a survey by Adzuna, the number of internships has decreased by 30% compared to 2022, with only 3,817...