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Empathy Stories - Page 2

UK Stories

Empathy stories

Will AI mean the end of the road for my customer service career?
Customer Experience

Will AI mean the end of the road for my customer service career?

AI is transforming customer service careers, shifting roles from routine tasks to strategic, empathy-driven jobs enriched by data and technology.

By Iain Banks • 5 min read • Mon, 24th Nov 2025
AI reshapes UK recruitment, sparking concerns over empathy loss
Human Capital Management

AI reshapes UK recruitment, sparking concerns over empathy loss

AI is transforming UK recruitment, with 73% of recruiters using it, sparking concerns that automation may undermine empathy in hiring processes.

By Catherine Knowles • 3 min read • Thu, 23rd Oct 2025
AI in customer service: balancing technology & the human touch
Customer Experience

AI in customer service: balancing technology & the human touch

UK firms embrace AI to support, not replace, customer service agents, blending tech with empathy for better CX and stronger customer loyalty in 2025.

By Shannon Williams • 4 min read • Fri, 10th Oct 2025
Cyber security budgets lag as soft skills take centre stage
Advanced Persistent Threat Protection

Cyber security budgets lag as soft skills take centre stage

Most cyber security professionals say budgets aren't keeping up with threats, while soft skills like communication become vital to tackle human factors.

By Shannon Williams • 4 min read • Thu, 2nd Oct 2025

Global Stories

Empathy stories

Beyond technology: How leadership drives contact centre performance
Unified Communications

Beyond technology: How leadership drives contact centre performance

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

By Ed Creasey • 5 min read • Mon, 23rd Feb 2026
Marketers: Get ready to AI-proof your careers
DevOps

Marketers: Get ready to AI-proof your careers

As AI reshapes marketing, leaders say careers will depend less on tactics and more on systems thinking, judgement and commercial clarity.

By Sofiah Nichole Salivio • 6 min read • Wed, 11th Feb 2026
Scrum.org launches new course on stakeholder collaboration
DevOps

Scrum.org launches new course on stakeholder collaboration

Scrum.org debuts a five-hour self-paced course to help Scrum Teams build trust and collaborate more effectively with stakeholders.

By Catherine Knowles • 3 min read • Fri, 30th Jan 2026
AI & automation face 2026 shakeout on real business value
Digital Transformation

AI & automation face 2026 shakeout on real business value

In 2026, AI and automation face a shakeout as pilots give way to hard ROI demands, exposing skills gaps and flawed processes at scale.

By Kaleah Salmon • 8 min read • Thu, 18th Dec 2025
IT's human side of cyber incidents and digital transformation
Digital Transformation

IT's human side of cyber incidents and digital transformation

In 2026, successful cyber incident response and digital transformation hinge on human clarity and calm, despite rapid AI and tech advances reshaping IT landscapes.

By Amanda Doucette-Lachapelle • 5 min read • Sat, 22nd Nov 2025
Personos uses AI & psychology to improve workplace empathy
Artificial Intelligence

Personos uses AI & psychology to improve workplace empathy

Personos launches AI-driven platform using personality science to boost empathetic communication and teamwork in workplaces and nonprofits.

By Sean Mitchell • 4 min read • Thu, 20th Nov 2025
needi & Grá Chocolates share EUR €100,000 prize for sustainable gifting
Artificial Intelligence

needi & Grá Chocolates share EUR €100,000 prize for sustainable gifting

UK platform needi and Irish chocolatier Grá Chocolates share EUR €100,000 prize for sustainable corporate gifting fostering cross-border collaboration.

By Melvin Hipolito • 3 min read • Wed, 19th Nov 2025
How human agents can work with AI to elevate contact centre outcomes for customers
Unified Communications

How human agents can work with AI to elevate contact centre outcomes for customers

Combining human empathy with AI's smart automation transforms contact centres, boosting efficiency and delivering personalised customer experiences.

By Rod Lester • 3 min read • Thu, 6th Nov 2025
Ricoh study shows human connection remains vital in service era
Artificial Intelligence

Ricoh study shows human connection remains vital in service era

Ricoh partners with expert Erica Dhawan to reveal study showing 85% in the US prefer genuine human service over automation in customer care.

By Melvin Hipolito • 3 min read • Tue, 7th Oct 2025

Stories from Other Regions

Empathy stories

Bridging the gap between business and tech: the empathy advantage in digital delivery
DevOps

Bridging the gap between business and tech: the empathy advantage in digital delivery

Empathy, not just agile tools, is emerging as the missing link between business strategy and tech delivery in digital transformation.

By Nikki Forsyth • 5 min read • Wed, 4th Mar 2026
As women, collaborative communications is essential for collective impact
Software Development

As women, collaborative communications is essential for collective impact

Amid shrinking newsrooms and polarised platforms, women are turning to collaborative communications as a survival strategy for change.

By Samantha Howard • 5 min read • Mon, 2nd Mar 2026
Is your job safe from AI
Robotics

Is your job safe from AI

Up to 8 million UK jobs could be exposed to AI, but roles relying on empathy, judgement and creativity appear far safer.

By Staff Writer • 8 min read • Wed, 24th Sep 2025
Beyond automation: How AI is creating space for more human conversations in personal insurance advice
Data Privacy

Beyond automation: How AI is creating space for more human conversations in personal insurance advice

AI is easing administrative tasks in personal insurance advice, allowing advisers more time for human conversations during clients' toughest moments.

By Chris Matlock • 4 min read • Tue, 23rd Sep 2025