Employee and Customer Experience
Latest Employee and Customer Experience news freshly curated for you as of 8 p.m. ET Aug. 31. Learn more about innovative developments, discover emerging trends and read expert perspectives.
Today's Highlights
- AI-driven layoffs are proving to be a costly mistake for many firms, with 55% of employers regretting the cuts and half expected to be reversed at a higher cost.
- Companies are realizing that AI + EI = ROI. After upskilling workers in AI, the focus is shifting to human-centric skills like empathy, communication, and trust-building.
- The payment experience has become a critical part of brand perception, with 55% of online shoppers trusting the payment method more than the retailer’s brand itself.
Sources
In The Spotlight
Dive deeper into key discussions within the world of Employee and Customer Experience with a curated selection of important articles offering valuable perspectives.
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This CHRO Upskilled 90% Of Her Workforce In AI. Then She Doubled Down On EI.
AI upskilling and emotional intelligence aren't at odds, says Principal CHRO Lisa Coulson. She trained 90% of 19,000 employees in AI, then invested in human skills.
ByKevin Kruse,
Contributor
Leaders, What Do You Really Stand For?
Learn how company values and leadership shape employee engagement, workplace culture, customer satisfaction, retention, and the customer experience.
ByShep Hyken,
Contributor
The Case For Focusing On Customer Service In An AI-First World
AI is automating customer service across retail, and the most innovative and successful companies are using tech to improve their human connections.
ByJohn Hall,
Contributor
Your Customers Are Still Coming. They Just May Not Be Coming To You.
Many are still investing in their customer channels. Very few ask what happens when an AI agent answered the question and completed the transaction somewhere else.
Contributor
AI Has Made Judgment The New Product Management Bottleneck
AI is revolutionizing product management, which solves some problems but creates new ones. Teams need approaches to exercise disciplined judgment in this new environment.
Contributor
Enterprise AI Vendor Loyalty Is Fading Fast
The AI market is booming, but vendor loyalty is weakening. Enterprises are spreading bets across Anthropic, OpenAI, and other providers.
Contributor
How Loyalty Drives Growth At Cava
Also in the Forbes CEO newsletter: National debt hits a new all-time high, small business may get bigger, how to bring AI to all your employees.
Forbes Staff
We Are Running AI On 1998 ERP Logic
Enterprise AI is being run on a method built in 1998 for systems that took three years to install and ran for fifteen. AI turns over every six weeks.
Contributor
The Operating System Behind Every MSP That Becomes An MVP
MSPs become MVPs when clients experience them as the guide who makes progress visible, decisions easier, and aligned business outcomes more likely.
ByChris Day,
AuthorVoice
The AI Reality Check: Why Enterprise Transformation Will Take Years, Not Months
If you only followed the latest announcements from OpenAI, Anthropic, Google, and other frontier AI companies, you would be forgiven for believing that enterprises are on the verge
Contributor