Employee Experience

How organisations design and improve the experience of employees

AI Strategy

+12

Can AI Transform Customer Service Without Layoffs? Noem.ai Thinks So

Jul 29, 2026

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2 min read

Can AI Transform Customer Service Without Layoffs? Noem.ai Thinks So

Vendor case studies suggest AI can automate routine customer enquiries without cutting staff, adding to evidence that layoffs are a leadership choice rather than an inevitable outcome

James Stephen

AI Strategy

+11

Gallup: AI's Biggest Productivity Gains Come From Workflow Integration

Jul 22, 2026

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2 min read

Gallup: AI's Biggest Productivity Gains Come From Workflow Integration

New workplace data shows the biggest productivity gains come from applying AI to specific, repeatable tasks, not just having access to it

James Stephen

AI Strategy

Medallia Bets Frontline AI and Measurable Productivity Will Drive CX Transformation

Jul 15, 2026

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2 min read

Medallia Bets Frontline AI and Measurable Productivity Will Drive CX Transformation

Medallia's latest AI launch focuses on getting generative AI into the hands of frontline employees, as enterprises come under growing pressure to show tangible returns from their AI investments

James Stephen

AI Strategy

Cresta Expands Synthetic Customers into Human Agent Training with New AI Simulator

Jul 10, 2026

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1 min read

Cresta Expands Synthetic Customers into Human Agent Training with New AI Simulator

The company's latest launch applies its synthetic customer technology to agent coaching and onboarding, suggesting simulation is becoming a core capability for both human and AI workforces

James Stephen

AI Strategy

Cisco Rolls Out AI Agents to 90,000 Employees, Advancing its AI-First Strategy

Jul 6, 2026

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2 min read

Cisco Rolls Out AI Agents to 90,000 Employees, Advancing its AI-First Strategy

The deployment offers one of the clearest examples yet of how large enterprises are moving beyond AI pilots towards organisation-wide operational adoption

James Stephen

Digital Transformation

Ford’s AI Backpedal Highlights the Cost of Underestimating Human Experience

Jun 29, 2026

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2 min read

Ford’s AI Backpedal Highlights the Cost of Underestimating Human Experience

Ford rehires over 350 veteran engineers, demonstrating that AI is only as effective as the institutional knowledge behind it

James Stephen

AI Strategy

Forrester's Total Experience Rankings Signal a New Mission for CX AI

Jun 9, 2026

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2 min read

Forrester's Total Experience Rankings Signal a New Mission for CX AI

Why fragmented AI deployments may be the next obstacle to sustainable growth

James Stephen

AI Strategy

8x8 Launches Resolve, Bringing CX Communication Strategies to Frontline Workers

Jun 4, 2026

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3 min read

8x8 Launches Resolve, Bringing CX Communication Strategies to Frontline Workers

The platform’s mobile-first design applies omnichannel logic to frontline workers, with AI coordinating the full incident lifecycle

James Stephen

AI Strategy

Freshworks Cuts 11% of Workforce and Plans to Reinvest Savings in EX, not CX

May 7, 2026

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2 min read

Freshworks Cuts 11% of Workforce and Plans to Reinvest Savings in EX, not CX

The company will reinvest restructuring savings in employee experience as Q1 results reveal a widening gap between EX and CX performance

James Stephen

Employee Experience

Can AI Transform Customer Service Without Layoffs? Noem.ai Thinks So

Gallup: AI's Biggest Productivity Gains Come From Workflow Integration

Medallia Bets Frontline AI and Measurable Productivity Will Drive CX Transformation

Cresta Expands Synthetic Customers into Human Agent Training with New AI Simulator

Cisco Rolls Out AI Agents to 90,000 Employees, Advancing its AI-First Strategy

Ford’s AI Backpedal Highlights the Cost of Underestimating Human Experience

Forrester's Total Experience Rankings Signal a New Mission for CX AI

8x8 Launches Resolve, Bringing CX Communication Strategies to Frontline Workers

Freshworks Cuts 11% of Workforce and Plans to Reinvest Savings in EX, not CX

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