How can organizations ensure that their employee training and development programs are not only effective in promoting a customer-centric culture, but also sustainable in continuously improving customer experience capabilities in the long term?

Organizations can ensure that their employee training and development programs are effective in promoting a customer-centric culture by aligning training objectives with customer experience goals. They should provide ongoing training and development opportunities to keep employees engaged and up-to-date with evolving customer needs. Additionally, organizations should gather feedback from both employees and customers to measure the impact of training programs on customer experience and make adjustments as needed to ensure sustainability in the long term.