Emotional intelligence is a valuable way to build relationships with employees, increase motivation, and improve performance. But it also significantly boosts the employee experience — directly impacting the customer experience.
In this episode of CX Education, our host Heather Share welcomes Sandra Thompson, the founder of Ei Evolution. They talk about the importance of emotional intelligence in business, why trust is critical in the workplace, and how a good employee experience leads to a good customer experience.
#CXEducation #customerexperience #emotionalintelligence
Video chapters
0:00 - Introductions
1:29 - All about Sandra and Ei Evolution
10:39 - What is emotional intelligence?
11:53 - How does emotional intelligence relate to business?
16:34 - Productivity paranoia
19:17 - Innovation and collaboration from diversity
21:37 - Organizational awareness
22:49 - How does emotional intelligence impact the CX?
26:50 - The opposite of productivity paranoia - overworking
30:45 - The importance of emerging leaders
31:44 - Tips and tricks for better emotional intelligence
37:51 - Relating the employee experience to the customer experience
40:30 - What differences have businesses using emotional intelligence seen?
46:30 - Emotional intelligence is not the same as empathy
49:39 - Why should a business care about emotional intelligence?
52:14 - Examples of how emotional intelligence has worked
58:04 - Conclusions and close
