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For Customer Experience Professionals

Customer Obsession Is An Employee Engagement Strategy, Too

Focus On Purpose, Mastery, And Autonomy To Drive Deeper Employee Engagement And Better Experience Delivery

February 9, 2016

Primary author headshot


  • By Samuel Stern
  • with Michael E. Gazala,
  • William Willsea,
  • Kara Hartig

Why Read This Report

Want great customer experience (CX)? Well that's not possible without engaged employees. Delivering consistently superior customer experiences depends on employees across the organization playing their part, which only happens when they're engaged with their work. The good news for CX professionals specifically, and companies that want to engage employees more generally, is that challenging employees to deliver better CX will build stronger engagement among employees.

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Table of Contents

  • Low Employee Engagement Rates Are A Persistent Problem
  • Drive Engagement Up By Challenging Employees To Deliver Great CX
  • Recommendations

  • For Employees' Own Benefit, Challenge Them To Deliver Great CX
  • Supplemental Material
  • Related Research Documents