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Engaging Employees for CX Success

Employee Engagement Andrew
How to create engaged employees who will “go the extra mile” at their own choice through a customer-centric culture?

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Engaging Employees for CX Success

An expert opinion webinar with Andrew Shea, Coach and Leadership Development Specialist and Poyraz Ozkan, Co-Founder of Alterna CX

There is an undeniable link between employee experience and customer satisfaction. Customer service champions such as Zappos, USAA and Apple have up to 1.5 times more engaged employees than companies hobbled by poor customer experience. Highly motivated employees can help companies outperform competitors by 147%. 

In this webinar, together with our expert opinion speaker, Andrew Shea, we discuss how to create engaged employees who will “go the extra mile” by their own choice to support a customer-centric culture. Our discussion topics include:

 

  • Four steps to creating employee engagement 
  • Role of measurement and data for a CX-driven company culture

    Featured Speakers

    Andrew Shea

    Andrew Shea

    Coach and Leadership Development Specialist

    Andrew started his career in BMW as an Occupational Psychologist. Later he moved to Vodafone to set up culture change programs to integrate the newly acquired businesses and develop leaders so they could support Vodafone’s dynamic growth culture. Later as a consultant, he directed culture changes projects in the GCC to transform the service offered Saudi Arabia Telecom’s Enterprise Business Unit. In Eurasia, he consulted on TeliaSonera’s Purple Promise culture change program to unify their customer service experience across 10 countries. As a member of the International Coaching Federation Andrew coaches senior leaders as they lead cultural transformations in their organizations.

    Poyraz Ozkan

    Poyraz Ozkan

    Co-Founder, Alterna CX

    Poyraz Ozkan is the co-founder of Alterna, the team behind the AI based Customer Experience Management solution: Alterna CX.  Previously Poyraz was a principal at the management consulting firm Peppers & Rogers Group, serving clients in telecommunications, retail, and transportation industries across 4 continents.

    Related Resources

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    In today’s digitally connected world, social media has become a cornerstone of customer engagement, offering businesses unparalleled opportunities to connect with their audience, gather feedback, and build brand loyalty. However, amidst the vast sea of social media conversations, deciphering the sentiments and emotions expressed by customers can be a daunting task.

    introducing_ocx2

    Introducing oCX, the New, AI-Generated CX Metric

     

    • oCX, or “Observational Experience,” is a unique metric that assesses the quality of a company’s customer experience without relying on traditional surveys.
    • This metric is powered by AI technology that analyzes individual customer opinions expressed in unsolicited text comments on social media, review sites, and other online platforms.
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    Food Delivery oCX Report

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    As the growth rate of the food delivery industry slows, the competition to acquire and retain customers intensifies. To gain an edge, it’s crucial to understand and swiftly respond to customer needs. In the Spring edition of our Food Delivery Industry report, we analyzed the customer needs across 75 food delivery brands, including industry giants like Uber Eats, DoorDash, Grubhub, Domino’s, and Starbucks.