How can companies ensure that the skills and knowledge gained from quarterly CX trainings are consistently applied by frontline employees in their daily interactions with customers, leading to sustained improvements in customer satisfaction and loyalty metrics over time?

Companies can ensure that the skills and knowledge gained from quarterly CX trainings are consistently applied by frontline employees by reinforcing training through regular coaching sessions, providing real-time feedback, and incorporating performance metrics tied to customer satisfaction goals. Additionally, creating a culture that values and rewards customer-centric behavior can motivate employees to apply their training consistently. Implementing regular refresher courses or workshops can also help reinforce key concepts and ensure continued application of skills in daily interactions with customers. Monitoring and tracking progress through regular assessments and surveys can help identify areas for improvement and ensure sustained improvements in customer satisfaction and loyalty metrics over time.