25 Insights from the Employee Engagement & Experience Summit

November 12, 2018 | Article

“In a world where money is no longer the primary motivating factor for employees, focusing on the employee experience is the most promising competitive advantage that organizations can create.”

Jacob Morgan, keynote speaker, futurist and author

Engaged and happy employees provide greater customer service. Nevertheless, in an ever-changing business environment, promoting a positive work environment, creating meaningful employee experiences, and fostering high levels of engagement continue to remain challenges for many organizations. A recent study shows that 71 percent of US employees are looking for new jobs, and 44 percent believe they are “always or often” overlooked in the workplace.¹ High employee turnover has certainly caught senior leaders’ attention: when asked what keeps them awake at night, over 500 CEOs worldwide ranked “failure to attract/retain talent” the top business challenge.² A great culture and high engagement do not just happen by accident; what can organizations do specifically to revitalize employee experience and enhance engagement? How can companies empower employees to improve customer satisfaction?

When 187 practitioners and experts met to talk about employee engagement and experience, we took notes. Here are the highlights:

EE tour group at Zappos

To better serve customers, organizations must focus on employee experience. Employees should come before customers. Here’s why.

How to hear the voice of customers? Through the voice of employees. A large insurance company sees the immense value of crowdsourcing and provides an enterprise-wide listening tool for its employees to share customers’ concerns and develop solutions. The website also serves as a platform for employees to solve internal problems related to their daily work (e.g., improving operational efficiency). The internal problems often prove to be early detectors of customers’ complaints.
Building relationships with customers is no longer a job solely for sales. Increasingly, companies are encouraging all

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