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 two 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, and is a Certified Customer Experience Professional. He’s a recognized expert on work-life balance and is certified in organizational culture and change management.
Eryc Eyl
Lead Analyst, Customer Engagement Solutions
Topical Expertise
Change management
Customer experience
Employee engagement
Voice of the employee (VOE)
Strategy
Employee recognition
Employee engagement
Content by This Author
How BGE Used E Source Expertise to Engage Its Employees and Improve the Customer Experience
January 21, 2020
BGE used E Source research, resources, and customer experience (CX) expertise to engage employees across the organization in CX. As a result, the utility moved up three places among its peers in the J.D. Power Electric Utility Customer Satisfaction Study. Learn how you can replicate BGE’s success.
How Technology Is Transforming the Employee Experience
December 11, 2019
When employees have the right empowerment tools, they're more satisfied, engaged, and productive. After her E Source Forum 2019 session, Martha Brown, portal product owner at Duke Energy, shared how she built an intranet that meets corporate and employee needs.
Engaging Employees in Customer Experience: Lessons from Beyond the Utility World
April 23, 2019
What does it take to become truly customer-centric? How can utilities engage every employee to create an exceptional customer experience? What can utilities learn from other industries? Go beyond broadcasting, bribing, and badgering with an award-winning leader in employee and customer experience.
Forum 2018 Video: Why Buy-In Isn’t Enough to Create and Sustain Positive Culture Change
February 5, 2019
E Source customer-centered culture expert Eryc Eyl explains that buy-in is inadequate to drive and sustain organizational change. Find out why and learn what you need instead to lead a customer-centered transformation at your utility.
E Source Customer Experience Glossary
December 6, 2018
This glossary of customer experience (CX) terms will help you understand common CX buzzwords that you may be unfamiliar with. We'll continue to make updates, and we encourage you to send us your definitions. We're all better off when we're speaking the same language!