Independent research and advisory firm Forrester
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The impact of learning on your CX transformation

9th Sep 2019
Independent research and advisory firm Forrester
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When Forrester asked business leaders what priority actions they’re taking to improve employee experience, the top response was increasing access to training and skill development. Investments in education have a multiplier effect: Employees are more likely to stay with a company that invests in their career development while employers gain a more engaged workforce.  

Despite the clear potential for great ROI, many corporate learning programs fall short. According to Forrester data, only 26% of information workers* believe that current learning programs help them perform better. Typical training programs are long and dry sessions (whether in-person or online), rather than short and engaging resources that employees can access whenever needed.   

The learning gap is evident around customer experience. Only 53% of customer-obsessed businesses educate new hires on customer values, motivations, and goals, and an insufficient 33% require soft skills education for customer-facing employees.  

This gap impedes organizations’ ability to realize the benefits of CX. A customer-centric culture is impossible if employees aren’t well-versed in your CX strategy. If employees don’t know how to execute their part of your intended customer experience, lack of enablement will stifle your CX efforts.  

An effective CX education program, one that is grounded in a clear vision and tailored to the employee’s role, provides a scalable solution that drives culture change and empowers employees. 

Learning is a crucial part of effectively leveraging CX. It’s an investment that pays dividends for your employees, your business, and your customers.  

* Forrester defines information works as employees who use an internet-connected computing device — such as a PC, tablet, or smartphone — for an hour or more per day for work purposes. 

Click here to learn more about Forrester’s enterprise learning programs.

This post was written by VP, Training & Certification Product Manager Erin Streeter, and originally appeared here.

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