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Creating a Destination Employment Experience with Avaya's CEO

Investing in Customer Experience and Employee Engagement

Shep Hyken interviews Alan Masarek, CEO and Board Director of Avaya. He discusses prioritizing customer satisfaction and creating a positive workplace culture.

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Top Takeaways:

  • Being a destination workplace requires deliberately building a culture that attracts talented individuals. Organizations should strive to create an environment where employees are proud to work, find meaning in their careers, and have growth opportunities.
  • In today’s job market, loyalty to a single company is less common. Employees often see their first job as a stepping stone to their next employment opportunity. Companies need to create a work environment that employees never want to leave and would want to recommend to others.
  • Providing innovation without disrupting existing systems is a strategic approach for companies with large installations. The gradual integration of new channels and capabilities can help customers evolve and expand in the journey they have chosen.
  • Creating a clear and transparent roadmap is key to building trust with customers and employees. Companies can foster stronger relationships and restore confidence in their offerings by demonstrating reliability and actively involving customers in the decision-making process. This can be achieved through open communication, sharing long-term plans, and consistently delivering on commitments.
  • Balancing financial results with customer and employee objectives is essential for long-term success. Companies should prioritize customer delight and creating value for shareholders. Organizations can create a clear roadmap for success by aligning these objectives and holding themselves accountable for achieving results.
  • Plus, Shep and Alan talk about Avaya’s North Star and how it can be applied to businesses of any size in any industry. Tune in!


“The megatrend in business today is towards CX. Brands have to differentiate themselves based on customer experience.”

“Culture is personal. Employees may value different things in the workplace. But, when a company has a great culture overall, it can be reflected in quantitative measures like higher engagement scores, lower termination, better glass door rankings, and increased internal referrals.”

“Employees recommending your company to their friends to become an employee – that’s the ultimate compliment.”

“How crazy would it be if we’re out there selling software to deliver a great customer experience if we weren’t, in turn, an incredible customer service company?”


Alan Masarek, CEO and Board Director of Avaya. He is the former CEO of Vonage. And brings over 30 years of software and cloud-based business experience.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

  1. How does investing in customer satisfaction impact the success of a company?
  2. What strategies can companies use to retain employees in today’s job market?
  3. How can companies create a positive culture?
  4. How can companies balance the need for innovation with the risk of disrupting existing systems?
  5. How does the shift toward customer experience impact the communications industry?

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