Improve CX From the Inside Out: Engaged vs. Satisfied Employees What compels an employee to go beyond what is required and provide what’s needed? What moves them to listen and serve with compassion and empathy? Tinisha Agramonte, former Director of the Commerce Department’s Office of Civil Rights, explained it this way: When diverse people feel engaged at work beyond just satisfaction, it creates optimal customer experiences. “If you have an engaged workforce, it does correlate to improved CX,” Agramonte said during a panel at the Virtual Government CX Conference @930Gov. Satisfied employees will get the work done, and they’re content, for the most part, whether it’s with their work schedule and accommodations or other benefits. They view their jobs as just that — a job. In contrast, engaged employees are passionate about what they do. Not only are they focused on getting their work done, but they want to see the organization succeed. They don’t see their jobs as work they must do but rather as work they want to do. This level of engagement doesn’t happen by chance or through osmosis. It is taught, demonstrated, reciprocated and established as a core value that starts with leaders and flows throughout the organization.
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A GOVLOOP GUIDE
