Report: The Five I’s of Employee Engagement

We just published a Temkin Group report, The Five I’s of Employee Engagement. While previous Temkin Group research found a strong connection between employee engagement and both productivity and customer experience, only 35% of large firms’ employee engagement efforts received strong ratings. Here’s the executive summary:

Despite the compelling upside to employee engagement, many companies neglect this key area, leaving employees much less than fully engaged. Our research uncovered 25 best practices across what we call the Five I’s of Employee Engagement: Inform, Inspire, Instruct, Involve, and Incent. Among these practices are Symantec’s Customer First News, an online customer experience update “broadcast” for employees, Sprint’s “day in the life of the frontline” experience bringing senior leaders together with call center and retail employees in their locations, Disney Store’s e-learning modules that develop both retail and entertainment skills in cast members, Fidelity Investments’ Voice of the Customer Ambassador program, and BKD’s Hi5 peer recognition campaign. CX professionals cannot drive employee engagement on their own; it requires support from across the organization. We’ve identified some areas for CX to start collaborating with HR.

Download report for $195

Based on interviews with over 20 companies, this report identifies 25 best practices and highlights more than 60 examples of ways in which companies are engaging employees across the Five I’s. There are 13 exhibits providing additional information on a number of the leading practices highlighted in the report.

Here are the 25 best practices across the Five Is of Employee Engagement:

Here’s a video on the Five Is of Employee Engagement

Download report for $195

The bottom line: The 5Is can improve your customer experience and business results

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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