Any customer-centric change programme needs to factor in employee experience, employee engagement, staff capabilities, attitudes & behaviours, as the foundation of sustainable transformation.
Your employees have a direct impact on the customer experience and through purposeful employee engagement, organisations can ensure their employee interactions add real value for the customer.
How we navigate employee engagement
Employee Engagement Assessment
We use an established process to help you understand how engaged your staff are with your customer commitments, whether they have the right tools and values and if they are incentivised in the right way.
From here, we will design your bespoke, step-by-step employee engagement roadmap, detailing the coaching, training, development and employee alignment changes to put in place at each stage of your programme, to ensure the successful delivery of your customer experience ambition and transformation.
CGA’s practitioners use our proprietary Xcellence™ Wheel to guide your organisation through the development, understanding and practical implementation of the experience, skills and attitude of your team that will deliver your desired customer outcomes.
CGA’s experts help you focus on defining excellence and engagement in the role of the employee, particularly for those in customer-facing roles. We navigate the development of a high-performance team, identifying the ideal employee experience and required technical skills specific to a role.