Ray Gillenwater is the Founder of SpeakUp, who are experts in employee engagement. We speak to Ray about how your employees can make a bigger impact on your customers than what you might think. Ray gives away some practical tips on how to use technology to delight customers. But before Ray started his company, he was the Managing Director of BlackBerry Australia and New Zealand. And we go behind the scenes to find out where it all went wrong.

Resources mentioned:

• UserOnboard (website), by Samuel Hulick.
• Research by Gallup shows that only 13% of employees are actively engaged at work. What's worse is that 24% of employees are actively disengaged.
• Employees First, Customers Second (book), by Vineet Nayar.
• SpeakUp: employee-sourced problem solving and idea generation.

Key takeaways (starts at 29:20):

1. Customer experience is very emotional
2. Focus on your employees first and your customers second
3. You have to understand who your customer is
4. UX is such an important part of CX