Eryc Eyl

Topical Expertise Change managementCustomer experience (CX)Employee experience (EX)StrategyVoice of the employee (VOE)

About the Author

Eryc Eyl is committed to improving the experience of work and business for employees and customers. His expertise in customer experience, employee engagement, organizational culture, and change comes from more than three decades of experience in high tech, telecommunications, consumer goods, and the utility sector, as well as from coaching and consulting with clients in a variety of industries. Eryc earned an MA from the University of Colorado and a BA from Vassar College. He’s a Certified Customer Experience Professional and has additional certifications in organizational culture and change management.

Insight

Repeat calls versus first-contact resolution

This piece was authored by Eryc Eyl. Eryc is a senior solution director at E Source, with more than a decade of experience helping utilities help their customers. He’s a speaker, author of Stop Engaging Employees: Start Making Work More Human, and a Certified Customer

Person at a meeting with a tablet showing charts.

4 creative ways to gather customer data to improve CX

Research shows that survey response rates are declining. But that doesn’t mean voice-of-the-customer (VOC) feedback is getting sparse. But it presents a new challenge, and utilities seeking