eryc-eyl-2025-square.jpg

Eryc Eyl

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

Eryc Eyl is committed to preserving, protecting, and promoting dignity in work and business for both customers and employees. His expertise in customer experience, employee engagement, leadership, workplace culture, and change comes from more than three decades in high tech, telecommunications, consumer goods, and the utility sector. He also coached and consulted with clients across a variety of industries. Eryc earned an MA from the University of Colorado, a BA from Vassar College, and is a Certified Customer Experience Professional. He’s also a professional DJ and the author of Stop Engaging Employees: Start Making Work More Human.

Insight

CSRs take calls at their computers

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
Read More
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
Read More