CX Training
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Building an Internal CX Training program? Here are 4 Key Questions to Answer First.

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Megan BurnettAugust 26, 2020 / 3 min read

Successful brands recognize the bottom-line value of CX, so why do 83% of CX initiatives still fail?

Organizations are committed to reaching the hearts and minds of customers, but all too often CX is discounted as merely “the latest program,” rather than the customer-centric cultural transformation needed to create sustained consumer engagement and grow the bottom line. The key to success is an organization’s commitment to activating their internal CX transformation.

Through years of collaboration with Fortune 100 companies and non-profits, we have learned how to create practical, actionable training programs and tools to teach design thinking and CX methodologies that can be integrated into an employee’s everyday work.

If you are building an internal CX Training program for your organization, answer these 4 questions to help you identify the most effective CX training and toolkit at your brand’s stage in CX activation.

1. Should Training be Facilitated or Self-Guided?

Six months ago, the question would have been in-person or self-guided, but even in today’s uncertain environment, companies should still ask whether training needs to be facilitated, regardless of whether it’s remote.

If teams collaborate consistently already, and if the content feels like a natural extension of what they already do, self-guided training can work well. If more significant behavior change will be asked of employees, or if cross-silo collaboration is a challenge for your organization, facilitated sessions will be more effective.

2. How Will Internal CX Champions Support Success?

As employees work to integrate their training — often significantly adjusting their behavior to become more customer-focused — they may need help and encouragement from a safe, informed, respected, and committed CX expert.

It is also valuable for employees to know which colleagues have gone through the training and tried the tools and methodologies — both successfully and what lessons they’ve learned through failure. Learning from others in the context of their actual job reinforces what team members learned during training.

3. Do We Have Real Top-down Support?

To encourage the risk-taking inherent in adopting new CX behaviors, managers must empathize with and support their employees’ efforts — even struggles — to learn and implement CX tools and behaviors. Credible management support includes familiarity with CX training and modeling. Ultimately, management incentives will need to reward both business and new CX metrics.

4. How Will the Training be Actionable in Any Role in the Organization?

Though there are great standardized training programs available, the examples they use are often from other industries or feel too abstract to be actionable. Employee adoption increases when training:

  • leverages real-life internal case studies
  • incorporates internal language, acronyms, designations, etc. rather than external jargon
  • empowers employees to delight their customers

There is no one-size-fits-all set of CX tools and training. But, answer these questions and discover the CX training that will best enable your employees to touch your customers’ hearts and minds, and build your bottom line.

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