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.
Eryc Eyl
Senior Solution Director, Customer Experience
Topical expertise
Change management
Customer experience (CX)
Employee experience (EX)
Strategy
Voice of the employee (VOE)
Content by this author
4 creative ways to gather customer data to improve CX
June 19, 2024
Research shows that survey response rates are declining. But that doesn’t mean voice-of-the-customer feedback is getting sparse. Here are four creative ways utilities can find value in unsolicited data sources to better listen to and understand what customers are discussing.
E Source customer experience glossary
November 9, 2023
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 and recommendations. We’re all better off when we’re speaking the same language!
How BGE used E Source expertise to encourage employees to engage in improving the customer experience
August 3, 2022
BGE used E Source research, resources, and customer experience (CX) expertise to engage employees 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.
Calculating the value of CX
June 2, 2022
One of the biggest challenges in making the business case for customer experience (CX) initiatives is turning intangible concepts into a tangible ROI. Learn which CX metrics affect business outcomes and how to calculate the ROI of CX in this report.
How mature is VOC in the utility sector?
August 4, 2021
How do your voice-of-the-customer (VOC) management practices stack up against other utilities’ practices? Data from the E Source 2020 Customer Experience Survey reveal strengths and opportunities for improvement in managing VOC.