South Africa, 7 June 2019; Successful companies around the world are focusing on driving better customer experience to drive sales, improve customer satisfaction and increase customer retention. In line with this trend, Management teams have spent hundreds of hours creating a customer experience strategy; only to find that employee adoption and execution of the strategy at the customer level is seriously lacking. The disconnect between management vision and employee delivery is causing frustration at all levels of business. However, it is important to note that it is not necessarily that employees don’t want to deliver an improved customer experience, they often just lack an understanding of the concept of customer experience, with many employees believing it as just another marketing or promotional campaign that will change next week. What has become evident, is that without clear communication to employees of the reasons why they need to deliver an improved experience, what is expected of them to achieve it and how they will be measured when they deliver on it, employee engagement is unlikely to happen.It is no secret that employee engagement is the critical success factor in the delivery of a CX strategy and leadership around the world are looking for innovative ways to get employees on board to fulfil brand promises and deliver an improved customer journey.5 keys to increasing employee engagement in a CX strategyTo date, the reality of how to get employees engaged has remained largely elusive to many. According to Tempkin Group, the 5 keys to increasing employee engagement in a CX strategy are: