Aimee Lucas
Author Bio
Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.
Articles written by Aimee Lucas
New research: Three shifts for employee experience success
The concept of employee experience (EX) has evolved from a focus on “satisfaction” to a holistic view across the collection of interactions and experiences that an employee has with an organizatio...
4 min read
What customer feedback can reveal about employee experience gaps
Monitoring customer feedback can be immensely valuable to organizations, especially those that invest in the capabilities and processes to analyze and respond to that feedback. It surfaces a spectrum ...
8 min read