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Bad schedules annoy employees, which isn’t exactly a surprising claim. But bad schedules also wreck customer experience, and leaders tend to forget that part. A business can have great people, decent demand, and even a solid product, but ruin everything because the wrong mix of staff showed up at the wrong time. Something as simple...
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Radisson Hotel Group and Accenture have launched a hotel discovery app inside ChatGPT that lets travellers search, compare, and plan stays through conversation instead of a booking form. Travellers reach the app by typing @RadissonHotels at the start of a ChatGPT prompt. From there they can ask for a family-friendly weekend in Amsterdam, or a...
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From 2 August 2026, no organisation operating in the EU can let a customer discover they’re talking to a machine halfway through the call. The European Commission’s finalised Article 50 guidelines close off every polite fiction the industry has relied on. There will be no footnote and no footer. There will be no assumption that...
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Leaders claim they’re obsessed with listening to customers, or becoming “customer centric”, then they just run a customer feedback survey once a quarter and check NPS scores every few months. They’re not ignoring their customers, but they aren’t really listening enough either. It’s odd, considering how much noise there is right now around customer-centricity. On...
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Workslop is on the rise, but blaming the technology or employee laziness, will not fix the problem. Five experts weigh in on how to prevent poor quality AI outputs becoming the business norm – and none of them point to policy as the solution. AI workslop – polished-looking work produced with AI that is actually flawed –...
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