Before Acting, Your AI Layoff Needs More Than Cost-Cutting Logic
Microsoft and Barclays are linking workforce reductions to AI-led efficiency, while Zendesk is using AI to remove internal friction. For CX leaders, the issue is not simply whether work can be automated, but whether reduced teams can protect service, capacity, and customer outcomes.
Francesca Roche · 2 Nov 2026
The Hidden Cost of Manual Contact Center Scheduling
8x8’s WFM customer base grew by more than 170% since November 2025 as contact centres seek simpler alternatives to spreadsheet-led planning. Lisa Orford explains why AI is changing the work agents handle, and why workforce, quality, and coaching data must increasingly work together.
Francesca Roche · 16 Oct 2026
Redesign Not Replace: How to Prepare Your Frontline Team Successfully
SAP’s workforce AI developments and IKEA’s agent-reskilling model reveal a wider CX shift. Today, automation is taking on more routine work, while WFM leaders must build the skills, governance, and capacity plans needed to protect service and grow value.
Francesca Roche · 12 Oct 2026