Engaging Employees for CX Success

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

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    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.