How can companies ensure that the knowledge and skills gained from quarterly CX trainings are consistently applied by frontline employees in their interactions with customers, and what strategies can be implemented to reinforce this behavior over time?

Companies can ensure that the knowledge and skills gained from quarterly CX trainings are consistently applied by frontline employees by providing ongoing coaching and feedback, incorporating customer feedback into training sessions, and setting clear expectations and goals for customer interactions. Strategies to reinforce this behavior over time include implementing rewards and recognition programs for employees who demonstrate desired behaviors, conducting regular refresher trainings, and creating a culture that values and prioritizes customer experience excellence. Regular monitoring and evaluation of employee performance can also help identify areas for improvement and ensure consistent application of CX knowledge and skills.