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.
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...
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...
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...
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...
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...
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...
One of the challenges that customer experience (CX) professionals face is getting the insights they uncover through Voice of Customer (VoC) programs to drive...
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...
Many customer experience (CX) professionals found their way into their roles through varied professional paths like marketing, customer service, market research, management consulting –...
What if I told you that, globally, only 45% percent of employees say they ‘always’ or ‘almost always’ wake up looking forward to going...
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…
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,...
Each year Temkin Group identifies a theme, an area of focus, that we believe is important for customer experience professionals and the organizations they...
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...
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...
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...
I spent the end of last week and weekend at the 5th World Congress on Positive Psychology, an event hosted by the International Positive...
In a previous article, I asked whether companies were getting the most from their employee listening efforts and described a variety of types of...
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...
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?...