Aimee Lucas

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 to measure performance and identify pain points, true executive commitment still lags.

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?...

Power Up Your CX Efforts with an Ambassador Program

One of the challenges customer experience (CX) teams face is reaching across their organizations to connect with and involve employees in their CX efforts....

Five Lessons to Remember When Mapping Your Customer’s Journey

One of Temkin Group’s Six Laws of Customer Experience is that people are instinctively self-centered. Individuals inside a company are very knowledgeable about the...

Driving Organizational Change: Everyone Plays a Part!

Temkin Group research shows that many organizations are pursuing higher levels of customer loyalty by becoming more customer-centric. But customer experience (CX) change requires...

B2B CX: Make Progress by Mastering the CX Core Competencies

Although the customer experience spotlight often highlights the successes (and failures) of business-to-consumer (B2C) companies, Temkin Group’s research continues to show increasing CX attention...

Want to Improve CX? Don’t Overlook Your Culture

There’s no way around it: simply finding and fixing customer problems is not enough to create a truly customer-centric organization. A customer’s ultimate experience...

Get Social! Using Social Tools to Engage Employees

Temkin Group research shows that engaged employees truly are valuable assets. Compared to disengaged employees, highly engaged employees are 3 times as likely to...

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