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Connecting the Dots: How Employee Engagement Drives Stellar Customer Experiences

Wed, Sep 14, 2016, 2 PM ET

71% of employees are not engaged at work. And according to Gallup, disengaged employees cost US businesses $450-550B per year.

Great customer experiences start with engaged employees.

Recent research demonstrates that 73% of customers love a brand because of great customer service and more than 70% of buying experiences are based on how a customer feels they are being treated. This means, now more than ever, your employees need to be aligned and motivated to deliver excellent service. And this starts by connecting people to create a culture of engagement and purpose.

Two of the Best Join Forces:

Both CultureNext and MaritzCX offer industry-leading approaches that work together to attract, retain and motivate mission-critical talent, and to manage comprehensive customer experience programs in organizations of every shape and size for continuous real-time improvement.

Join Kimberly Abel-Lanier and J.D. Jeppson in this session as we provide relevant research and practical tips on creating a customer service culture aligned with your company’s purpose and values. We’ll also discuss how to connect customer satisfaction with employee recognition by linking people to purpose through engagement program experiences.

Our Speakers

kimberly-abel-lanierKimberly Abel-Lanier is the Vice President and General Manager, CultureNext for Maritz Motivation Solutions. In this role, she is responsible for leading the strategy and development of the company’s employee engagement solution, CultureNext. Kimberly has over 20 years of experience in employee engagement strategies and has worked with many F500 global brands to improve their cultures. She is a founding member of Recognition Professionals International.

jd-jeppsonJ.D. Jeppson is the Vice President Business Development and Partnerships for MaritzCX. He has spent more than 20 years driving revenue through direct and indirect channels and is responsible for driving MaritzCX global business development and partnering strategy. J.D. has extensive experience in sales and sales leadership in an array of technology markets including computer telephony, CRM, speech recognition, customer experience, database technology and sales automation.

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