Aimee Lucas

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 the answers to those questions was the involvement of a core CX team – its relationship with cross-functional stakeholders, its...

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 experience (CX) team and the surrounding governance structures to support the team’s efforts. Since that time, governance continues to...

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 are the individuals who customers see and interact with as representatives of the brand, but who are not actually employees...

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 gaps along the way. There are a few different ways an organization can develop a customer journey map. One approach...

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 changes to the business. Part of that challenge stems from the fact that just because customer insights are being served...

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 requires putting in the work to embed the right mindsets and behaviors into the organization. And behaviors – specifically employee...

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 – to name some of the most common. They have built their knowledge through a combination of formal training, self-directed exploration,...

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 to work? Forty-five percent. That’s what Qualtrics found in its most recent research on employee engagement trends. And while it...

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, and act. A company’s culture contributes to its success by attracting and retaining talent, aligning employees with what’s important, and...

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 work for to pay attention to. 2017 has been the “Year of Purpose.” As we bring the year to a...

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 CX professionals. I think the answers to these questions benefit not only people who are at the start of their...

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 a reflection of its culture and operating processes.  What is culture? Culture frames what employees do, even when no one is looking. Temkin...

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 with customers – including those working in internal functions – to what’s going on with the company’s customer experience efforts....

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 Psychology Association (IPPA), which brings together researchers and practitioners working in this domain. In case you aren’t familiar with 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 listening posts companies can use to gather employee feedback. However just because a company turns on these listening posts doesn’t...

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 to understand why it isn’t delivering a better customer experience, it might be time to review what metrics get the...

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? They can’t. One of the employee attitudes that Temkin Group has found to be highly correlated with employee engagement is...

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. This involvement not only extends the reach of the centralized team, but it also creates broader buy-in and a groundswell...

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 company and its processes and often have a mixed understanding of customers. The result? Employees naturally tend to view their...

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