Empathy stories

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

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

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

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

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

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

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

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

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

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

A report finds 76% of Australian and US workers believe psychedelics boost creativity, with 52% noting long-term leadership benefits in the workplace.

A survey finds 80% of UK students fear AI could cause job losses, amid a 30% drop in entry-level roles and rising student debt averaging GBP £53,000.

Education and recruitment leaders urge AI to support, not replace, humans, emphasising ethics, creativity and oversight in tech-driven sectors.

Nearly a third of UK entry-level jobs have vanished since 2022, as 80% of Gen Z fear AI may endanger their future career prospects.

Women and neurodiverse individuals are reshaping emerging tech, bringing empathy and fresh perspectives to innovation and engineering careers.

Nimbl predicts AI will create new job roles and growth, transforming the workforce with personalised services rather than causing redundancies.

Skillsoft partners with Salesforce to launch AI-powered training within its platform, aiming to close skill gaps in customer support teams and enhance service quality.

Research from Ventrica reveals positive customer service boosts spending by up to GBP £100 per interaction, with consumers favouring human contact over AI.

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.

In times of crisis, brands can salvage their reputations by prioritising empathy and transparency, transforming potential outages into trust-building moments.