How can companies ensure that their ongoing training programs in customer experience are not only effective in improving employee performance, but also in fostering a culture of customer-centricity throughout the organization?

Companies can ensure the effectiveness of their ongoing training programs in customer experience by aligning them with the organization's overall goals and values. This can be achieved by incorporating real-life scenarios and case studies into the training to make it more relevant and engaging for employees. Additionally, providing regular feedback and opportunities for employees to apply their learning in practical situations can help reinforce the importance of customer-centricity. Finally, leadership should actively support and promote the training programs to demonstrate the organization's commitment to prioritizing customer experience.