In this co-operative keynote address, Tema Frank and Roger Pugsley team up to address employee engagement from all angles. Tema, Author of PeopleShock: The Path to Profits When Customers Rule, shares valuable insight into key drivers of engaging employees in an organization's CX journey: Company Values, The Brand Promise, Voice of the Employee, Recognition, Enablement, Inspiring Teams, Celebrating Successes, Employee Impact on Profits. For each of these areas, Roger, Director Customer Service Excellence at Oxford Properties, offers tactical solutions that have advanced the award-winning CX culture at Oxford (2016 Temkin CX Excellence Award, 2015/2016 BOMA National Customer Service Pinnacle Award, 2015 CXPA Innovation Award finalist). Specific examples of Oxford’s success include Oxford’s Guiding Principles, The Oxford Commitment, Dialogue Series, oPositive, CX Guidelines, Empowerment Guidelines, The Oxford Way Video and Correlating Employee Engagement/NPS/Business Results.