Customer experience is created when 5 elements work in concert: intention, investment, invention, inspection, and iterations.   Each one of these elements has a different type of influence over customer experience as well as leadership and employee engagement. What are they and how do they work together?   In this episode, I interview Jim Rembach, the host of the Fast Leader Podcast and the B2B Digital Marketer Podcast, President at Influence to Action, and Founder at Call Center Coach, about employee engagement and emotional intelligence.   In this episode, you’ll learn about...   - The 5 I’s (Intention, Investment, Invention, Inspection, Iteration)   - How we ruin incredible individual contributors by promoting them   - Difference management is different than diversity   - The 7 aspects of employee engagement & how that circles back to emotional intelligence   Check out these resources we mentioned during the podcast:   - MHS - Multi-HealthSystems   - Dr. Steven Stein (MHS)   - Jim Harter (Gallup) “It’s The Manager”   - DDI - Development Dimensions International   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.