Customer Service in an Era of Struggling Employee Engagement: What You Need to Know
Great customer service starts with engaged employees. Today’s workforce is burned out, distracted, and harder to retain than ever before. This session takes an honest look at why engagement is slipping and what leaders can do about it. From re-energizing teams to leveraging technology in human-first ways, we’ll unpack how businesses can rebuild cultures of service that inspire employees and delight customers alike.
In this session, globally recognized retail strategist and customer experience expert Nicole Hoffman will explore the connection between employee engagement and customer loyalty. With practical strategies and real-world insights, this session will cover:
Why disengagement is rising—and how it impacts service quality
Proven ways to re-energize frontline teams in retail environments
The role of technology in supporting, not replacing, human connection
Leadership practices that build resilient, customer-focused cultures
Technology consumers lean into, and employees need to become aware of
Generational challenges across employee management and customer care
+ More!
Attendees will gain clarity on the evolving employee-customer dynamic and walk away with actionable steps to strengthen both engagement and service, ultimately ensuring customers feel valued, even when workforce strain feels overwhelming.
