The Impacts of External Variables on Employee and Customer Experience and What We Can Do About It

SESSION DESCRIPTION Building on the industry challenges associated with employee experience and engagement, James addresses market conditions and the pressures that it puts on organizations in creating a customer-driven culture. Companies today are under immense pressure to differentiate themselves and their brands based on the customer experience (CX). And company leaders are faced with ever-increasing challenges to deliver exceptional EX and CX programs as a result. The session will focus on the impacts of high-pressure market conditions and their effects on leaders' abilities to create effective environments for their teams to deliver exceptional customer experiences. The presenter will discuss potential derailing CX leader behaviors (Customer-Avoidant & Customer-Tolerant Leadership) and aligning CX leader behaviors (Customer-Centric and Customer-Driven Leadership). This interactive session will explore: - Describing derailing and aligning CX leadership behaviors- Identifying positive and negative impacts of these behaviors on employee and customer experiences - Strategies to align cultural values that ensure better EX and CX environments for continued brand differentiation

SESSION DESCRIPTION Improving employee engagement and retention requires strong onboarding, continuous training, and empowerment strategies, especially in disruptive environments. Effective onboarding fosters long-term commitment, while retraining keeps employees adaptable. Understanding employee needs reduces attrition, and providing knowledge enhances service quality. A people-first approach ensures sustained engagement and organizational stability. Key takeaways include: - Strategic Onboarding Matters – A well-structured onboarding process builds long-term engagement and resilience.- Continuous Training Boosts Adaptability – Ongoing learning helps employees navigate change and stay engaged.- Retention Requires Understanding – Addressing employee needs and improving experiences reduces attrition.- Knowledge Drives Performance – Empowered employees provide better service and enhance customer satisfaction.

Fostering employee engagement requires a culture of trust, recognition, and growth. Leaders must communicate openly, provide meaningful work, and support career development. Encouraging collaboration, valuing feedback, and promoting work-life balance enhance motivation. When employees feel heard, valued, and connected to a purpose, they become more committed, productive, and innovative.

In the video, the speaker addresses how implementing Objectives and Key Results (OKRs) can enhance employee engagement. They explain that OKRs provide clear goals and align individual efforts with organizational objectives, fostering a sense of purpose and motivation among employees

This presentation explores the definition of employee engagement, highlighting its impact on customer satisfaction and business success. It examines key outcomes of engagement, such as increased productivity and retention. Additionally, it emphasizes the importance of employee feedback, providing strategies to gather, analyze, and act on insights to enhance overall engagement and performance.

This presentation introduces employee engagement and its declining levels, emphasizing its significance for organizational success. It outlines the three dimensions of the Ipsos employee engagement model: involvement, loyalty, and satisfaction. Additionally, it presents the Customer Centricity Score (CCscore) and proposes that enhancing customer focus can boost employee engagement.