Employee and Customer Experience
Latest Employee and Customer Experience news freshly curated for you as of 2 p.m. ET Dec. 13. Learn more about innovative developments, discover emerging trends and read expert perspectives.
Today's Highlights
- "AI employees" are emerging as digital teammates, priced by output, not seats. This blurs the line between software expenses and labor costs for finance departments.
- To support AI in customer service, 30% of firms will create parallel roles like AI managers and optimizers to onboard, coach, and troubleshoot their digital agents.
- "Fatigue" is Glassdoor's 2025 word of the year, as mentions rose 41%. Workers are drained by a mix of political tension, economic anxiety, and AI-related stress.
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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Your Team Calls Emotional Intelligence A 'Soft Skill.' The Data Shows It's Worth $500K
New data shows that EQ correlates to improved job performance and salary. A 20% improvement in your EQ score moves you more than 50% toward the next performance tier, and over 33% toward the next pay tier.
ByKevin Kruse,
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How The C-Suite Is Redefining Success Metrics
For decades, business success has been defined primarily by hard numbers: revenue growth, profit margin, shareholder returns. But are these figures still enough?
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Your New Coworker Isn't Human—The Rise Of "AI Employees" In 2026
AI agents are replacing dashboards and reshaping enterprise spending, productivity, and the financial future of work.
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7 Ways To Use Your End-Of-Year Performance Review To Your Advantage
Use your end-of-year performance review as an opportunity to strategically set up your career growth in 2026 and beyond.
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Do You Know Who The A, B And C Players Are On Your Go-To-Market Team?
Ranking and developing the A, B and C players on your GTM team is not just good management, it’s critical to the careers, success and impact of growth leaders.
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How To Show Employees That AI Can Support Them (Not Replace Them)
Think your employees are excited about AI? Don’t be so sure. Here are strategies for getting employees on board with the AI revolution.
ByAytekin Tank,
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Why Women Are Healthcare’s Power Users
Women are healthcare’s power users yet face diagnostic delays, higher dismissal rates, and AI bias. New innovators aim to close gaps in women’s care.
ByGeri Stengel,
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How Emotional Intelligence Powers Team Effectiveness In Times Of Change
When organizations grow fast, even high-performing teams can suddenly find their communication styles clashing. EQ skills can remedy this problem and smooth the transition.
ByKevin Kruse,
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3 Questions Boards Should Ask About Employee Financial Insecurity
Employee financial insecurity harms labor productivity: it distracts, is emotional exhausting and starves psychological needs. Scheduling, benefits and training can help.
ByCorinne Post,
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Why Curiosity May Be The Most Underrated Career Skill
Listening to learn, not to rebut, is one of the most important relationship skills anyone can have—in both the workplace and in personal life.
Contributor