Empowering Employees To Shape Customer Experience With Measurement-Driven Learning

Recent Gartner research has indicated that 75% of B2B organizations and 65% of B2C organizations need to enlist change management to help employees realize and optimize their influence on Customer Experience. Any type of change initiative relating to CX should factor in how the learning strategy will support change management and the needed business impact. While stakeholders sometimes assume that optimal training for a new approach to CX is onboarding, an early analysis might reveal otherwise: the training type that would better yield business impact could be leadership, brand, compliance, sales, or a combination. Before determining this, decision-makers and learning professionals should consider six conditions within the organization regarding the CX transformation to map CX learning to the targeted business metrics. But how do we sustain Customer Experience performance in tandem with ongoing change after formal training, routinely measuring its impact on the business?

In this webinar, you’ll apply actionable insights to your organization through a recent case study in which change management ushered a large, global organization through a rapid and revolutionized Customer Experience training, leading to almost immediate positive performance measurement.

Join this session and learn how to:

• Analyze the six conditions before setting a Customer Experience transformation learning strategy.
• Identify why any learning project should start with a change management analysis and plan.
• Determine what training type and framework strategy best lead to more targeted improvement on Customer Experience metrics.
• Map learning solutions to Customer Experience transformation metrics and Kirkpatrick’s four levels of measurement, and articulate this to other stakeholders and decision-makers.
• Establish learners, managers, and decision-makers as change agents, crucial to how the learning journey manages the change.
• Design the learning, manager support, and documented measurement to show that post-training performance can positively track with ongoing change.