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Session 503: The House of Cards: The Relationship Between Employee Engagement and Customer Experience Relationship

Thursday, August 6 at 11:30 AM

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The last few years have seen significant focus on the direct correlation between employee engagement and customer experience. Disney, Zappos, and Nordstrom are just a few of the corporate titans that have thrived and positioned themselves as industry leaders by leveraging this approach. Yet few organizations outside of retail and hospitality truly grasp and have leveraged this concept.

In this session, Doug Rabold will explain why:
• How employee engagement and customer experience are directly correlated
• Why employee engagement is measurable but not always evident
• How the most successful organizations, regardless of industry, recognize and promote employee engagement

SupportWorld Live speaker photo for Doug-Rabold

Doug Rabold

Principal Consultant

Bold Ray Consulting

Doug Rabold is Founder and Principal Consultant of Bold Ray Consulting in San Antonio, Texas. As an IT Operations Manager he has had direct oversight of over a dozen different ITIL processes including Change Management, Problem Management, Configuration Management, Knowledge Management, IT Asset Management, IT Procurement and Telecom Expense Management. Beyond Service Management, Doug is an acknowledged expert at customer experience and employee engagement and has led teams of up to 250 resources and managed asset values totaling multiple millions of dollars. Doug successfully transitioned from a sales career to IT Operations in 2009. He has significant experience in public speaking, including the HDI Conference, the HDI Leadership Summit, the AOTMP Vendor Edge Conference, the itSMF FUSION Conference, the Cherwell Roadshow series, the SAMS USA Symposium, the ITAM Review US Conference and the Service Management World Conference. As a lifelong learner he attended the University of Illinois and holds certifications in ITIL Foundations, HDI Support Center Director, HDI Problem Management, HDI Technical Support Professional, HDI Support Center Manager, Knowledge Centered Support Principles and Lean Six Sigma Yellow Belt. Doug is currently serving as an HDI national officer as Regional Vice President for chapters in Pacific Coast, Southwest and Great Plains states. He previously served as District President for New York and Ontario chapters and in various roles on the HDI San Antonio Chapter Board. He served two terms on the Cherwell Customer Advisory Board helping guide development of the ITSM tool from a customer perspective. Doug was a key contributor to Whataburger's 2015 HDI Team Excellence Award winning team. More recently he was named a 2018 finalist for the HDI Manager of the Year Award and was selected as the People's Choice Award winner. This award acknowledges and honors a service and support manager who has excelled at supporting any or all IT services within their organization. Doug is a self-professed "process guy" while being a committed servant leader. He is most proud of his ability to grow and develop talent at the individual and the team level. If you have a few minutes, ask Doug about the one thing he is most proud of in his career...