Engaged employees and an intentional culture are now critical differentiators in customer experience, especially as technology and AI become table stakes across field service organizations. In this workshop, Jim Thosen, Vice President Customer Care at Showdown Displays, will unpack how frontline engagement, recognition, driving quality programs translate directly into loyalty-building customer moments at every touchpoint.

• Developing simple, repeatable practices to connect employee engagement scores, voice-of-employee insights, and training to measurable CX outcomes
• Developing recognition, quality, and feedback loops so every rep sees themselves as an owner of the customer experience, not just a ticket-closer
• Effectively blending data and success stories in your cultural narrative so leaders use dashboards without losing the human moments that define world-class service