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TwoDayHands-OnWorkshopEngagingEmployeesInACustomer-CentricCulture
Engagedemployeescreatedengagedcustomers,yetorganizationscontinuetoleaveemployeesmuchlessthanfullyengagedandfailtoaligntheirculturestobemorecustomer-centric.Toreapthebenefitsofthisconnection,companiesmustputinplaceeffortstoraiseemployeeengagement(EE).Toacceleratethisjourney…
Getoutoftheofficeandimmerseyourselfinahighlyinteractivetwo-dayTemkinGroupworkshop.Learnleading-edgepracticesandgetoutinreal-worldvenuesandapplyframeworksthatyoucanusetotransformyourorganization.
Whoshouldattend?
Thisworkshopisidealforexecutivesaswellasindividualcontributorswhoareresponsibleforengagingemployeesaspartoftransformingculturetobemorecustomer-centric.BothCXandHRprofessionalswillbenefitfromamorepractical,disciplinedapproachtousewithintheirorganization.
Whatwillattendeeslearn?
• Articulatetheessenceofculture.Learnanddiscusswhatcultureisandhowtocreateaculturethatalignsemployeestobecustomer-centric.
• MakethecaseforEE.DevelopaquantitativeandqualitativeunderstandingofhowEEisconnectedtobothcustomerexperiencesuccessandoverallimprovedbusinessperformancebyexaminingTemkinGroup’sEmployeeEngagementVirtuousCycle.
• DeveloptoolkitforimprovingEE.LearnbestpracticesacrossTemkinGroup’sFiveI’sofEmployeeEngagement,includinghowtobuildemployeelisteningsystemsandevaluatetheimpactemployeeshaveoncustomerinteractions.
• IdentifyourEEpriorities.Gaugethestrengthsandweaknessesofyourorganization’sEEeffortsusingTemkinGroup’sEmployeeEngagementMaturityandCompetencyAssessment.
• DriveEEpracticeswithleaders.Learnhowtoactivateseniorleadersandmiddlemanagerstofulfilltheirpartinengagingemployees.
TwoDayHands-OnWorkshopEngagingEmployeesInACustomer-CentricCulture
AgendaonDay1:
Time Content
8:00 BreakfastandRegistration
8:30 WelcomeandIntroductions
9:00TheEssenceofCultureLearnthedefinitionofcultureanddiscusswhatthebuildingblocksofculturelooklikeinsideanorganization.
10:00CreatingaCustomer-CentricCultureUnderstandtheorganizationalcompetenciesrequiredtobuildacustomer-centricculture.Examinehowcustomerexperienceandemployeeengagementareconnected.
10:30 Break
10:50CreatingaCustomer-CentricCultureUnderstandtheorganizationalcompetenciesrequiredtobuildacustomer-centricculture.Examinehowcustomerexperienceandemployeeengagementareconnected.
11:15TheFundamentalsofEmployeeEngagementLearnanddiscusstheEmployeeEngagementVirtuousCycleandwhyengagedemployeesarevaluableassetstotheorganization.
12:00 Lunch
1:00TheFiveI’sofEmployeeEngagementPresentationandgroupdiscussiononthebestpracticesforraisingemployeeengagement.
2:00SmallGroupExercise#1:FiveI’sinActionDiscusstheircurrentemployeeengagementopportunitiesandchallengesandidentifytheirtopideasforapplyingtheFiveI’sintheirorganization.
3:00SmallGroupExercise#2:EvaluatingIn-personEmployeeInteractionsGotolocalstorestocompletespecificscenariosandthencompleteanassessmentoftheemployee/customerinteraction.
4:45Wrap-upSmallGroupExercise#2ReconveneatthemeetingroomandprepareforDay2debriefonrecommendationsforimprovementemployeeengagementinCX.
5:15 Adjourn6:15 DinnerHostedbyTemkinGroup
TwoDayHands-OnWorkshopEngagingEmployeesInACustomer-CentricCulture
AgendaonDay2:
Time Content
8:30 Breakfast
9:00SmallGroupExercise#2DebriefandDiscussRecommendationsDiscussobservationsfromthein-personevaluationsandreviewrecommendationsforimprovingemployeeengagementandsupportingacustomer-centricculture
9:15BuildingYourEmployeeListeningSystemLearnabouttheelementsofagoodemployeelisteningsystemtotapintoandgainvaluefromemployeeinsights.Discussattendees’currentapproachesandchallenges.
10:30 Break
10:50BuildingYourEmployeeListeningSystem(continued)Learnabouttheelementsofagoodemployeelisteningsystemtotapintoandgainvaluefromemployeeinsights.
11:30DrivingEmployeeEngagingPracticesLearnabouttheimportanceofengagingleadersandmiddlemanagersinEEeffortsanddiscussspecificpracticestocultivateintheirregularroutines
12:15 Lunch
1:15CaseStudy:EngagingEmployeesinCustomer-CentricCultureReviewanddiscussmini-casestudiesfromorganizationsinsmallgroups.Applyworkshopcontenttodeveloprecommendationstosharewiththelargergroup.
2:15EmployeeEngagementFiveI’sAssessmentPresentationandinteractiveexerciseusinganddiscussingTemkinGroup’sEmployeeEngagementCompetencyAssessmenttool.Developpersonalactionplan.
2:45 Break
3:00 EmployeeEngagementFiveI’sAssessment(continued)
3:30 TopChallengesDiscussionandClosingRemarks
4:00 Adjourn