Facebook, Kustomer, & The CX Arms Race
With Facebook's purchase of Kustomer, the CX battle for hearts & minds has officially begun.

Companies looking to discover the secret ingredient for unlocking employee potential and maximizing performance should be relieved to know that the answer isn’t so secret anymore.
Gallup’s meta-analysis of hundreds of organizations and millions of employees over the last two decades reveals definitively that “employee engagement consistently affects key performance outcomes, regardless of the organization's industry or company.”
But what does it mean for employees to be engaged? How do you make high engagement levels a reality? And how do you know when you’ve been successful?
Engaged employees are psychologically invested in their company’s success and committed to achieving its goals.
They are most likely to be found in organizations that have deliberately worked to create high-development cultures. Gallup’s meta-analysis shows that organizations with drastic improvements in employee engagement over time have work environments in which people can see the direct impact of their contributions on business outcomes and are given opportunities for career growth within the organization.
We’ve all had jobs where we didn’t feel engaged. So, most of us know intuitively that when your efforts aren’t recognized, you don’t feel invested in what you’re doing, or you’re not challenged to grow, you likely aren’t going to care too much about the company’s performance. On the flip side, teams with engaged employees reap a host of benefits for their organizations, including better business outcomes, stronger customer service, higher employee retention rates, higher productivity and lower absenteeism. And all of that ladders up to increased profitability.
As it turns out, there isn’t one secret ingredient but, instead, four key factors that are driving high engagement levels in organizations:
When companies change the way they develop people, it lays the groundwork for a cultural shift that improves overall engagement and satisfaction.
Since you can’t improve what you don’t measure, evaluating employee satisfaction (ESAT) is key to understanding whether your efforts to create an engaging culture are working.
The most effective way to measure and monitor ESAT is to implement a technology that lets you complete a holistic analysis of engagement levels. Your measurement process should include these elements:
This approach to understanding how your employees are feeling about their workplace not only ensures they are heard and shows your commitment to their satisfaction; it also allows you to identify and mitigate issues that may be interfering with productivity and profitability.
When employees have a reason to invest, not just their time, but also their passion and energy into their work, it pays dividends for both customer experience and performance.
Need help setting up an effective employee feedback toolset? Contact ibex CX today to see how our solution can help.
With Facebook's purchase of Kustomer, the CX battle for hearts & minds has officially begun.
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