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.
One of the challenges customer experience (CX) teams face is reaching across their organizations to connect with and involve employees in their CX efforts....
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...
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...
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...
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...
Temkin Group research shows that engaged employees truly are valuable assets. Compared to disengaged employees, highly engaged employees are 3 times as likely to...
Last weekend, I had the chance to attend the 4th World Congress on Positive Psychology, a conference hosted by the International Positive Psychology Association,...
Let’s face it: It’s hard to get any group of employees to change their behavior when their managers are still reinforcing old processes, measurements,...
Walt Disney said, "You can design and create and build the most wonderful place in the world. But it takes people to make the...
More and more B2B organizations are following their B2C peers onto the customer experience (CX) bandwagon—and that’s a good thing. Temkin Group’s research shows...