#27 Stop engaging employees, start making work more human

CX Leadership Talks

Welcome to CX Leadership Talks, where we explore the essence of human-centric leadership in the workplace. In today's episode, your host Nienke Bloem engages in an insightful conversation with Eryc Eyl, a passionate advocate for creating more human workplaces.

Eryc emphasizes the importance of work leading to fulfillment, satisfaction, and human flourishing, challenging the traditional notion of work to an end. They delve into Eryc's book, "Stop Engaging Employees, Start Making Work More Human”, which offers practical strategies for fostering a human-centric work culture. The episode reveals specific disciplines and approaches for leaders, emphasizing the organic nature of workplace culture and the 13 guiding principles of human-centric workplaces.

Eryc shares insights on the 6 E's of impact culture and the significance of empathy and deep listening in creating meaningful connections. Furthermore, the discussion is about the importance of removing obstacles and friction in the workplace, empowering employees, and involving them in solving customer-related problems to enhance customer-centricity.

Join us as we unravel the profound insights into human-centered leadership and workplace transformation. Tune in to gain a deeper understanding of creating more human workplaces for better results.

About Eryc Eyl (visit his LinkedIn profile here)

Eryc Eyl is a distinguished expert in customer experience with over 20 years of industry experience. Known for his innovative and customer-centric strategies, Eryc has collaborated with numerous high-profile companies to enhance their customer service practices. With a background in Organizational Communication and a certification as a professional coach, he brings a deep understanding of human behavior and communication dynamics to his work.

Eryc is a sought-after speaker, thought leader, and contributor to various publications, passionately advocating for the integration of technology and human touch in customer interactions. Next to that he is a fun human. Always connecting, listening and of course, known for his extraordinary moustache.

Timestamped overview

00:00 How a liberal arts graduate becomes a Lean Six Sigma black belt.

05:47 Writing a book to make work more human.

09:39 Discussion about human-centric workplace principles and connections.

13:06 Defining and impacting workplace culture and expectations.

14:32 Adhering to expectations for traffic flow safety.

17:22 Balance speaking and listening for valuable communication.

21:24 Encourage involvement for better results and solutions.

26:45 Educating through conversations to achieve shared understanding.

27:42 Bank crew praised for smart branding approach.

32:32 Insightful session on customer service and leadership.

37:05 Simplify workplace processes, remove unnecessary obstacles.

38:30 Pushing responsibility down, reducing policies for satisfaction.

41:46 Embrace noticing and catching the right behaviors.

44:41 Focus on listening more, leading by example.

Eryc’s recommendations

Stop Engaging Employees, Start Making Work More Human, by Eryc Eyl

Emergent Strategy: Shaping Change, Changing Worlds, by Adrienne Maree Brown

And a present from Eryc for you, as a listener of this podcast