Top Headlines In Customer Contact News This Week | 11/6/2023

Welcome back to our newest series here at CCW Digital, “Top Headlines In CX News This Week,” where we’ll be handpicking and highlighting the most interesting news stories in customer contact and business just for your learning pleasure. 

This past week has been one of ins and outs in the world of politics, economics, business and organizational leadership. While the year starts to wind down, industry shifts are just about rev up. 

In An Election Year, Don’t Expect An Economic Boom

If you’re hoping next year’s election upkick will bring in the cashflow you need to upgrade your contact center tech, don’t count on it. As November 2024 approaches, voters are bracing for impact on what could turn out to be a financially sound or fiscally fickle presidential term. Considering that current candidates express varied views on business strategy, advanced technology and infrastructure investments, individuals across the country are zeroing in on which philosophies align with their view for the future of America. Often hopes for the future include an economic boom and a bump in S&P 500 returns. But CNBC is warning voters, business owners and employees not to throw all their eggs (or dollars) in one political basket on that one. 

These Are The World’s Top Companies For Women 

Working on securing a new job in 2024? If that’s the case, consider throwing your hat in the ring at one of Forbes' top global companies for women at work. From L’Oreal to The Hershey Company, organizations across industries are shattering the glass ceiling on improvement areas like employee diversity, pay equity, anti-discriminatory practices and career advancement.

Although we have a ways to go in terms of parity our very own Nicole Kyle, co-founder of CMP Research still sees a silver lining in this lineup: 

“During the pandemic, women left the labor force at very high rates, but right now, women of prime working age in the U.S. are returning to the job market in very steady rates—and are now beyond February 2020 levels, at an all-time high, which is very encouraging.”

ChatGPT Hits 100M Weekly Users, Rolls Out Build-Your-Own GPT Feature

Move over X and Instagram Threads–there’s a new program clocking in massive user numbers and it’s none other than ChatGPT. It’s taken not just the CX sector, but the world, by storm: in under a year the generative AI tool has amassed over 100 million weekly users.

With its ability to do everything from write cover letters to suggest a vacation itinerary, hitting this milestone was only a matter of time. OpenAI’s CEO Sam Altman says that in addition to its daily use uptick the program, which is currently in its 4th iteration, will soon be offering a build-your-own GPT feature. Would you give it a shot?

Bumble’s CEO Says Goodbye After Solving Major CX Problem 

Another day, another shift in leadership... Whitney Wolfe Herd founded Bumble a decade ago, and tells Fortune she’s leaving on a high note knowing she solved a customer service concern for women in the dating world:

“I never started this company to be a publicly-traded CEO… I started this company to solve a problem that I experienced. I started this company to solve problems for women around the world.”

Now, Herd will be going back to her roots and as an entrepreneur, setting her sights on new ventures. 

Post-Great Resignation, Hired Employees Aren’t Leaving

First it was the Great Resignation that had employers and employees stressed beyond belief. Now, it’s the idea that maybe those new hires they brought on post-pandemic aren’t making room for anyone else. The Wall Street Journal reports that although attrition levels finally being down is an ideal situation for organizations that struggled to meet employee needs and concerns during the height of COVID, the end to job hopping also means a slowdown in hiring and a rise in the national unemployment rate.

Now, employers are turning to machine-learning models to help them gain an understanding of their organization’s workforce trends and build up budgets for the upcoming fiscal year.

Photo by Mojahid Mottakin on Unsplash.