Conference Presentation

TSIA and Miller Heiman Group Case Study: Engaged Employees: Engage Your Customers

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If your goal is to improve customer experience (CX), you should begin with your employees. Data shows that satisfied employees drive satisfied customers, which drives business results! This is especially true with your service and sales employees, who interact with your customer more than any other part of your organization. TSIA's strategic partner, Miller Heiman Group, will present the data and show you what is needed to improve employee engagement by hiring for the right attributes, upskilling your associates, creating a coaching culture, leveraging intrinsic motivation. The session will include a case study presentation from several of TSIA's Support Staff Excellence (SSE) award winners. They will present how they have put this methodology into practice.

Presented By:

Judith Platz

VP, Support Services Research, TSIA

Publish Date: October 17, 2018

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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