New Temkin Group Research Details How Companies Can Drive and Sustain Customer Experience Improvements Research Introduces a New Concept Called "Employee-Engaging Transformation"

WABAN, Mass., Feb. 6, 2014 /PRNewswire/ -- Temkin Group released new research, Introducing Employee-Engaging Transformation. The report identifies what it takes for large organizations to improve customer experience (CX) by driving and sustaining change.

Organizations have ambitious goals for improving their CX. But CX change isn't easy; it requires significant transformation across almost every aspect of operations. Temkin Group's research uncovered a core insight: CX transformation must be focused on changing the way employees do their every-day jobs. Based on this finding, Temkin Group has developed an approach to CX change that it calls Employee-Engaging Transformation (EET), which it defines as, "Aligning employee attitudes and behaviors with the organization's desire to change."

"Employee-Engaging Transformation represents a significant shift in how organizations approach change today--from putting a focus on processes and rules to instead concentrating on aligning the actions and behaviors of their people to the organization's desire to change; from 'what's changing' to 'why change is important," states Aimee Lucas, Vice President of Temkin Group.

EET represents a significant shift from how most organizations currently approach their change initiatives. To succeed with EET, organizations must master five practices:

  • Vision Translation: Connect Employees with the Vision. The organization clearly defines and conveys not only what the future state is, but why moving away from the current state is imperative for the organization, its employees, and its customers.
  • Persistent Leadership: Attack Ongoing Obstacles. Leaders realize that change is a long-term journey and commit to working together until the organization has fully embedded the transformation into its systems and processes.
  • Activated Middle Management: Enlist Key Influencers. Middle managers are invested in the transformation and understand their unique role in supporting their employees' change journeys.
  • Grassroots Mobilization: Empower Employees to Change. Frontline employees operate in an environment where they help to shape and are enabled to deliver the change.
  • Captivating Communications: Share Impactful, Informative Messages. The organization shares information about the change through a variety of means that balance both the practical and the inspirational elements for each target audience.

"Any company that has ambitions to dramatically improve its customer experience should read, and master, Employee-Engaging Transformation, " states Bruce Temkin, Managing Partner of Temkin Group.

This research report can be accessed from the blog, Customer Experience Matters, at or at the Temkin Group's website,

For more information about Temkin Group, visit

About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. Temkin Group also publishes Temkin Ratings (, an annual evaluation of companies based on consumer feedback. For more information, contact Bruce Temkin at 617-916-2075 or send an email.

About Aimee Lucas: Aimee Lucas is a Customer Experience Transformist & Vice President at Temkin Group. She has over 16 years of experience improving service delivery and transforming the customer experience through people development and process improvement initiatives.

About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the co-founder and Chair of the Customer Experience Professionals Association (, a global non-profit organization dedicated to the advancement of customer experience management.

Customer experience matters is a registered trademark of Temkin Group.

Read more news from Temkin Group.

SOURCE Temkin Group


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