{"id":625898,"date":"2026-04-23T07:35:48","date_gmt":"2026-04-23T14:35:48","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/empowering-teams-and-elevating-experiences-a-cx-leaders-view-on-employee-engagement"},"modified":"2026-05-15T16:17:57","modified_gmt":"2026-05-15T23:17:57","slug":"empowering-teams-and-elevating-experiences-a-cx-leaders-view-on-employee-engagement","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/empowering-teams-and-elevating-experiences-a-cx-leaders-view-on-employee-engagement","title":{"rendered":"Empowering teams and elevating experiences: A CX leader\u2019s view on employee engagement"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]Pascal Beaudoin, M.Sc., Director of Customer-Centric Solutions, Business Performance and Information Technology at Beneva, is an active member of the Genesys Orchestrators\u2122 Programme, where he shares his insights and expertise. In this article, Beaudoin discusses his perspective on leadership in the experience economy (as told to Ginger Conlon). <\/span><\/i>\u00a0<\/span><\/p>\n

For most of my career, I\u2019ve alternated between business and IT roles.<\/span> These various experiences provided me with a unique ability to understand complex problems from both angles and translate them into clear, practical solutions. And although <\/span>I wasn\u2019t directly in contact with customers in those roles, I understood the importance of customer experience (CX). When we processed transactions, accuracy and communication mattered. <\/span> <\/span><\/p>\n

I\u2019ve carried that critical thinking and customer focus with me to my current position as Director of Customer-Centric Solutions, Business Performance and Information Technology at Beneva \u2014 my first true role in the CX ecosystem.<\/span>\u00a0<\/span><\/p>\n

I\u2019ll be honest: I didn\u2019t expect to enjoy it as much as I do. <\/span>For the past three years, I\u2019ve been having so much fun working with my team, supporting the Genesys solution. <\/span> <\/span><\/p>\n

What surprised me most was the impact I\u2019m making. When you support a platform that enables most of your company\u2019s sales and service interactions, you know your work can make a difference.<\/span>\u00a0<\/span><\/p>\n

Genesys is a critical component in our operation. That reality shapes how I think about leadership, quality, pace and the skills required to succeed in today\u2019s experience economy.<\/span>\u00a0<\/span><\/p>\n

Transparency and empowerment in practice<\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h3>\n

My leadership style is results-driven, built on transparency and grounded in practical problem solving. It blends coaching and empowerment. I believe in giving people clarity of objective, removing barriers and trusting them to deliver value in their own way.<\/span>\u00a0<\/span><\/p>\n

I also prioritise purpose and pace. Purpose means knowing where we\u2019re heading. When you understand the long-term target, daily decisions become easier; work becomes aligned and meaningful. Pace is about being deliberate. In our environment, quality matters more than speed. We pace ourselves accordingly.<\/span>\u00a0<\/span><\/p>\n

As a leader, I also focus on turning complex problems into simple, actionable solutions that make sense to both IT and business teams. <\/span>For example, <\/span>during our migration to the Genesys Cloud\u2122 platform, we had to accelerate parts of the transition, prioritising certain contact centres earlier than planned. Instead of shielding the team or issuing directives, I explained why the timeline had changed. I was fully transparent about the business context.<\/span> <\/span><\/p>\n

Then I asked them: <\/span>What do you need to be successful?<\/span><\/i> <\/span><\/p>\n

I left it to the team to tell me if they needed more staff, wanted to bring in Genesys Professional Services or needed any specific support from me. That\u2019s empowerment. That builds engagement and trust.<\/span>\u00a0<\/span><\/p>\n

Employees today want leaders who communicate openly, value emotion as much as logic and understand that experience isn\u2019t only for customers \u2014 it\u2019s for employees, too. <\/span>\u00a0<\/span><\/p>\n

In the experience economy, leadership is less about having all the answers and more about creating the conditions for your team to succeed. For me, that meant<\/span> becoming more intentional about listening and about facilitating cross-functional collaboration.<\/span> <\/span><\/p>\n

This is critical for any CX executive today. If you\u2019re not facilitating cross-functional alignment, you\u2019re not truly leading customer experience.<\/span>\u00a0<\/span><\/p>\n

Like many organisations, at Beneva we have a complex web of teams: business units, IT, marketing, workforce management and more. Each team has different priorities and timelines. What\u2019s best for one unit isn\u2019t necessarily best for the organisation as a whole. <\/span>\u00a0<\/span><\/p>\n

So, we built cross-functional governance structures that bring together representatives from each group. The focus isn\u2019t \u201cmy business unit\u201d or \u201cyour business unit.\u201d The focus is the client. The goal is to determine what\u2019s best for our clients overall.<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

Employee Experience is the<\/span> force<\/span> multiplier<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h3>\n

More than ever before, customer experience is inextricably linked to employee experience. I\u2019ve seen firsthand that when people feel supported, appreciated and psychologically safe, the quality of customer outcomes changes dramatically. <\/span>I believe employees will give you back tenfold what you invest in them in terms of stability and the quality of their work environment. <\/span> <\/span><\/p>\n

But if your employees are stressed, unhappy or poorly trained, you will not get a great customer experience. Stress is never a good motivator for quality work.<\/span>\u00a0<\/span><\/p>\n

This is true for contact centre agents and IT teams alike. Everyone needs to feel calm, confident, well trained and supported. When they do, they can deliver better outcomes for customers.<\/span>\u00a0<\/span><\/p>\n

We support 22 contact centres and manage hundreds of requests per month. The pressure is constant. It\u2019s easy for frustration to build when requests feel last-minute or urgent. So, I coach my team to pause and put themselves in the other team\u2019s place. Maybe they\u2019re under pressure, too.<\/span>\u00a0<\/span><\/p>\n

The same principle applies to agents serving customers. In insurance, customers often call during stressful moments \u2014 car accidents, house fires, uncertainty about where they\u2019ll sleep that night. They may not have their contract number. <\/span>\u00a0<\/span><\/p>\n

That\u2019s why empathy is one of the three skills that matter most today. Empathy lowers friction; it makes customers and colleagues feel understood.<\/span>\u00a0<\/span><\/p>\n

Adaptability and critical thinking are the other two key skills.<\/span>\u00a0<\/span><\/p>\n

Cloud-based solutions move fast. We\u2019ll plan major changes over a longer time frame, but smaller updates can happen within days. And one small change in an interface can create a much larger change in a process.<\/span>\u00a0<\/span><\/p>\n

CX teams must be adaptable. Change is constant. Leaders must normalise it.<\/span>\u00a0<\/span><\/p>\n

And as artificial intelligence (AI) becomes more embedded in contact centres \u2014 handling everything from routine enquires to call summaries to appointment scheduling \u2014 critical thinking becomes even more important. For example, an agent cannot blindly copy an AI-generated summary into a client file. They must review it for accuracy and completeness. AI is not perfect. Human judgement matters.<\/span>\u00a0<\/span><\/p>\n

That\u2019s why, although there\u2019s fear that AI will replace humans, I don\u2019t see it that way. AI will replace most routine tasks, yes. But customer experience is rarely routine. <\/span>\u00a0<\/span><\/p>\n

It\u2019s our responsibility to learn how to work with AI. We need to understand its strengths, weaknesses and limitations. If you don\u2019t, you\u2019ll ask the wrong questions, get flawed outputs or even implement the wrong AI tools. You may also miss opportunities that AI presents. <\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

Challenge <\/span>plus purpose equals <\/span>motivation<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h3>\n

For leaders, this shift means rethinking not just how work gets done, but what keeps teams engaged. Often, people are motivated by meaningful challenges. <\/span>\u00a0<\/span><\/p>\n

My team thrives when we implement something new, especially when it delivers real business value and makes agents\u2019 lives easier. <\/span>Right now, we're implementing email in Genesys, and the team is having fun doing that. <\/span> <\/span><\/p>\n

Succeeding in the experience economy isn\u2019t just about having the best technology to improve customer and employee experiences. It\u2019s about empowering experts, investing in employees, collaborating across silos and strengthening human judgement in an AI-augmented world.<\/span>\u00a0<\/span><\/p>\n

The leaders positioned to be most successful in the experience economy know that technology enables experience, but people define it.<\/span>\u00a0<\/span><\/p>\n

To learn more about the Genesys Orchestrators program, visit us online<\/a> today. <\/em>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]Pascal Beaudoin, M.Sc., Director of Customer-Centric Solutions, Business Performance and Information Technology at Beneva, is an active member of the Genesys Orchestrators\u2122 Programme, where he shares his insights and expertise. In this article, Beaudoin discusses his perspective on leadership in the experience economy (as told to Ginger Conlon). \u00a0 For most of my […]<\/p>\n","protected":false},"author":880,"featured_media":622838,"template":"","tax_priority":[],"tax_blogtype":[17751],"tax_blogcategory":[15939,13571],"tax_contenttheme":[14912],"tax_bundle":[],"tax_contenttheme2":[16140],"tax_capability_sitewide":[16209,18308,16438],"tax_products_programs":[16489,17531],"tax_buying_job":[18550,16680],"tax_buyer_persona":[16881,16900,18584],"tax_sector":[],"tax_segment":[17096,17121,17123],"class_list":["post-625898","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-gb","tax_blogcategory-ai-and-machine-learning-en-gb","tax_blogcategory-workforce-engagement-en-gb","tax_contenttheme-improve-employee-experience-en-gb","tax_contenttheme2-improve-customer-experience-en-gb","tax_capability_sitewide-ai-and-automation-en-gb","tax_capability_sitewide-journey-management-en-gb","tax_capability_sitewide-wem-en-gb","tax_products_programs-genesys-ai-en-gb","tax_products_programs-genesys-cloud-cx-en-gb","tax_buying_job-job-2-solution-exploration-en-gb-2","tax_buying_job-job-3-requirements-building-en-gb","tax_buyer_persona-business-en-gb","tax_buyer_persona-technical-en-gb","tax_buyer_persona-technical-en-gb-2","tax_segment-enterprise-en-gb","tax_segment-midsized-en-gb","tax_segment-smb-en-gb","tax_content_type-blog-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/625898","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/880"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/625898\/revisions"}],"predecessor-version":[{"id":625902,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/625898\/revisions\/625902"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/622838"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=625898"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=625898"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=625898"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=625898"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=625898"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=625898"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=625898"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=625898"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=625898"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=625898"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=625898"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=625898"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=625898"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}