Interesting problem many individuals and teams face in the field of customer experience: how could we empower and engage employees to achieve our goal of creating customers for life? This Verint manager says:
1. Get your facts straight.
2. Use analytics to determine what customers want and expect.
3. Identify and articulate the guiding principles that will enable you to fully address customers’ expectations.
4. Use your guiding principles to transform expectations into behaviors.
5. Partner with HR to transform CX-inspired behaviors into official processes and practices.
They introduced The Employee Workshop, basically workshops and training to ensure that employees are actively involved in furthering the work of the CX team.