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Aimee Lucas

Aimee Lucas
I am a customer experience and employee engagement researcher, advisor, speaker, and trainer. I focus my work on guiding clients on how to optimize their employee and customer experience management programs, identifying and publishing EX and CX best practices, and shaping the future of experience management (XM). I have over 16 years of experience improving service delivery and transforming the customer experience through people development and process improvement initiatives.

9 Mini-makeovers for Your 2020 CX Program

There’s a reason why the end of a calendar year brings out a slew of posts highlighting trends and predictions that will impact our...

Using Experience Data to Apply a CX Boost to B2B Business Development

A pivotal part of a customer’s journey with a company – particularly in the business-to-business (B2B) environment – is their buying process. Yet customer...

Coordinating CX Across the Enterprise: What does it look like?

In a recent post, I offered a collection of questions to assess an organization’s overall customer experience (CX) governance structure. A key thread across...

8 Questions to Assess Your CX Governance Structure

Over the course of my time at Temkin Group/XM Institute, I authored two reports focused specifically on the make-up and functioning of the customer...

Connection Counts with Customer Experience and Tethered Workers

There’s a group of people who are sometimes overlooked when it comes to engaging them in delivering the brand promises of a company. They...

Four Positive Side Effects of Customer Journey Mapping Sessions

Customer Journey Mapping is a popular tool that helps an organization understand the full spectrum of a customer’s experience and uncover experience strengths and...

Four Steps for Making Your Customer Insights Users Successful

One of the challenges that customer experience (CX) professionals face is getting the insights they uncover through Voice of Customer (VoC) programs to drive...

Customer-Centric Behavior Doesn’t Happen by Accident

In a previous article, I identified four CX shortcuts that organizations need to avoid if they want to truly become customer-centric. Sustainable CX success...

The More You Know: Essential Skills for CX Professionals

Many customer experience (CX) professionals found their way into their roles through varied professional paths like marketing, customer service, market research, management consulting –...

Three Ways to Make Work Worth Waking Up For

What if I told you that, globally, only 45% percent of employees say they ‘always’ or ‘almost always’ wake up looking forward to going...

Activating the Executive Commitment You Need for Your CX Program

While many companies have “bought in” enough to dedicate one or more employees to focus on the experiences of customers or have funded insights programs…

Close A Common Culture Gap: Focus on the New Hire Journey

A company’s culture influences almost every aspect of an employee’s journey and experience. At Temkin Group, we define culture as how employees think, believe,...

Harness the Power of Purpose to Engage Employees

Each year Temkin Group identifies a theme, an area of focus, that we believe is important for customer experience professionals and the organizations they...

Everything You Wanted to Know About CX, But Were Afraid to Ask

As part of Temkin Group’s celebration of Customer Experience Day 2017, I delivered a webinar that tackled some of the questions we hear from...

Watch Your Step! Avoiding Common Culture Change Obstacles

Culture is a critical ingredient to ongoing customer experience success. While companies can redesign individual interactions, a customer’s ultimate experience with a company is...

Boost CX Efforts from the Inside-Out by Engaging Internal Teams

When I talk to customer experience (CX) professionals, one of the challenges they frequently mention is the struggle to connect employees who don’t interact...

The Fuel for Employee Engagement is Positive (Psychology)

I spent the end of last week and weekend at the 5th World Congress on Positive Psychology, an event hosted by the International Positive...

What Employee Listening Efforts Can Learn from Voice of Customer Programs

In a previous article, I asked whether companies were getting the most from their employee listening efforts and described a variety of types of...

High Five! Aligning Employee Recognition to Support Your Customer Experience

One of Temkin Group’s Six Laws of Customer Experience is, “Employees do what is measured, incented, and celebrated.” So if your organization is struggling...

Are You Getting the Most from Your Employee Engagement Program?

Employees are valuable assets, not only for what they do but also for what they know. How can companies engage employees without listening to them?...

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