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Five ways to build employee engagement

How can you get your employees more engaged in our customer experience efforts? To really be effective with your CX programs you need to get people on-board. Here are five tips:

  1. Promote your CX initiatives – come up with a name or "brand" so that it stands out.
  2. Make sure customer issues are on all meeting agendas, particularly ones with broad exposure.
  3. Distribute customer comments so employees can understand customers in their own words.
  4. Conduct customer "ride-alongs" or shadow customers to understand their perspective.
  5. Share journey maps to communicate the customer experience

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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