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.
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...
Using the Positive to Bring Out the Best in Employees
Last weekend, I had the chance to attend the 4th World Congress on Positive Psychology, a conference hosted by the International Positive Psychology Association,...
Undertaking Change? Take Time to Activate Middle Managers
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,...
Employee Engagement: From “Fluff” to “Tough”
Walt Disney said, "You can design and create and build the most wonderful place in the world. But it takes people to make the...
Want to Improve B2B2C CX? Share Customer Insights
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...