Blog & Resources

Frost & Sullivan Session Round Up

The two words that come to mind when reflecting on the past Frost & Sullivan Customer Contact West event in Tucson, Arizona are insightful and collaborative.  As usual, the event was loaded with content, education, networking and plenty of opportunities to actively participate.

Our very own Jay Urbiztondo, Director of Employee Experience, hosted a roundtable session around personalizing the Employee Experience. Attendees in the informative session consisted of a group of customer care executives, who all shared some great ideas around the topic. The goal of the session was to provide a framework that attendees can take back to their organizations, to help them reflect on their existing engagement strategies and plan for new ones heading into 2017.

At the end of the session, as a group we concluded on some key takeaways:

  1. Understand the employee lifecycle and build out employee journey maps. Recognize the opportunities you have to make positive first impressions to build a sense of purpose and motivation.
  2. Identify the key employee experience drivers specific to your company and understand how you can strategize within these.
  3. Measure and capture employee insight on a regular basis to ensure you have a real-time pulse of your team. This includes surveys, focus groups and frequent one-on-ones.
  4. Action teams are required to execute on employee experience initiatives. Cross-functional groups and departments need to work together to succeed.

At the end of the day, the entire employee experience involves multiple drivers that have different impacts, which together influence engagement and motivation. It’s not about doing more, but instead doing things differently that align effort and purpose.

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