Why employee and customer engagement must be linked
With new research showing the two leading business concerns of CEO’s being their people and their customer relationships the need for organisations to establish a clear link between engaging employees and engaging customers is the only sustainable way forward.
This was the key conclusion of our Employee and Customer Engagement Forum, sponsored by Verint, Kana, NICE, Nunwood and QuestBack, and which included no fewer than six case studies from Sky, Nationwide, Mint Digital, LV=, Calyx and Reed Smith.
The scene was set in a thought provoking opening keynote from Peter Flade managing partner at Gallup who gave a number of examples of organisations who are getting their employee and customer engagement strategies right.
Peter was followed by a quartet of case studies presented by Andy Bell, Founder of Mint Digital, Grant Holden, WFM manager at Sky, Nigel Spencer Global Director of Learning & Development at Reed Smith LLP and Heather Mustafa, People Insight & Advocacy manager at Nationwide.
The case studies were followed by a joint presentation on the need for organisations to transform their customer and employee engagement strategies from Steven Thurlow Head of Worldwide Product Strategy from Kana and Peter Wilson a consultant for Verint – this was followed by another case study from Nicola Dunning, senior Multi-Site Manager at LV= who told the story of how the organisation puts its colleagues at the heart of the business.
After the networking lunch there was a lively panel debate on the Future For Employee and Customer Engagement chaired by Engage Customer Editorial Director Steve Hurst where the need to link the two was once again highlighted.
Final case study of the day came from Steve Clark CEO of Calyx – an organisation that has made that clear link between engaging employees and customers through the service-profit chain – a presentation echoed by Paul Barnes UK Managing Director of QuestBack on linking employee engagement and customer engagement feedback.
Final presentation of the day came from Francis Goss, Director Trustee of the Engage For Success Foundation who have delegates an update on progress including the announcement that a major new report will be published in Spring 2015.
· Engage Customer is leading the way in linking employee and customer engagement through the launch of a sister operation Engage Employee (engageemployee.com) which will continue to forge the links between employee and customer engagement, performance and profitability. Our first Employee Engagement Summit is planned for April 2015.