Voice of the CCO: Jeb Dasteel on Implementing One Key Learning from the CCO Council
Jeb Dasteel, SVP & CCO of Oracle, shares the impact his participation in the CCO Council has had upon improving customer experience through employee engagement.
Transcript for Voice of the CCO: Jeb Dasteel on Implementing One Key Learning from the CCO Council
One of the things that I’ve taken away from multiple meetings – it’s a concept that, at least for me, has built upon itself from meeting to meeting – is around employee engagement.
There are a number of things that we’ve done, including awards programs for example, that we have focused on the employee and [we] have correlated employee behaviors and employee results, if that makes sense, with what we measure day in and day out in terms of customer behaviors and customer satisfaction and loyalty. So that that connection between what we’re doing with the focus on the customer and the role that’s obvious in many cases but not in all – the role that the employee plays in that and what we can do to accelerate the learning if you will, on the part of the employee so that we can see some of the customer benefits that much faster, driven by a consistent set of employee behaviors.