CX Pod: How to empower employees for better CX

Steve Ellis, vice president for TTEC Learning & Performance, discusses how customer experiences are influenced by staff that are not engaged by their work or companies.
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As part of the Driving CX Improvements Through Employee Engagement hub, Steve Ellis, vice president for TTEC Learning & Performance explores the topic of employee engagement, including: What is it? What should leaders be engaging their employees in? And does culture matter for improving employee engagement?

Steve also touches on the importance of empowering employees to ensure positive customer experiences.

About Neil Russell-Smith

Neil Russell-Smith

As head Marketing for Europe, Middle-East and Africa at TTEC, I am responsible for the development and execution of TTEC's marketing strategy and value proposition across all channels and verticals in the EMEA region. For over 16 years I have planned and led comprehensive marketing strategies with a proven record of accomplishment across various industries and geographic markets.

I am an experienced, hard-working and creative Senior Marketing Professional that understands the importance of results that support our clients’ business goals and objectives. I partner with our sales and solutions teams to build customer experience and contact centre strategies that help simplify interactions and build customer engagement, across every phase of the lifecycle.


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