More and more organisations are recognising the connection between employee engagement and customer experience (CX). And as the “consumer” mentality increasingly influences employee expectations, companies can benefit from taking some cues from the field of customer experience and applying those internally on the experiences they create for their employees.
That’s why, on Wednesday 10th April, we hosted a webinar with Aimee Lucas from Qualtrics’ XM Institute to explore the difference between experience and engagement and share five CX lessons you can apply to your employee engagement efforts.
These lessons include:
- The three dimensions through which people perceive experiences
- The importance of making and keeping a clear set of promises to your employees
- Why employee engagement success requires changes across the organisation and not just in HR
- Where the real value of your employee listening program is realised
A full recording can be viewed below:
About Aimee Lucas
Aimee Lucas is a customer experience and employee engagement researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into employee engagement best practices and the broader organizational capabilities for building loyalty by improving customer and employee experiences.
Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Aimee joined Qualtrics when it acquired Temkin Group where Aimee was a Vice President. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.
Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.