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Engaging for Success –
Is Employee Engagement Key to Customer Success?
Moderated by Omid RazaviPanelists: Celia Gouveia and Toolika Kapur
The Panel
Omid Razavi, Ph.D. PresidentCS Solutions
Toolika KapurVP, Customer Value & AdoptionSAP
Celia GouveiaDirector, Customer SuccessGlint
Employee Engagement Path to Profit and Growth
EmployeeEngagement
CustomerExperience
EmployeeRetention
CustomerSatisfaction
CustomerLoyalty
Employee Productivity
Growth
Profit
Question 2
What are the Employee Engagement metrics and How to Measure Them?
• E-NPS• Recognitions• Referrals• Training & Development
Customers with high levels of worker engagement enjoy 22% higher customer satisfaction.
– Hay Group Study
Question 3
What are the unique enablers of CSM engagement?