How can organizations ensure that employees are not only participating in cross-departmental training sessions, but are also actively applying the knowledge and insights gained to enhance the overall customer experience on a day-to-day basis?

Organizations can ensure that employees are actively applying the knowledge gained from cross-departmental training sessions by setting clear expectations and goals for implementation. This can include incorporating the new knowledge into performance evaluations or KPIs. Providing ongoing support and resources for employees to apply their learnings, such as coaching or access to tools and technology, can also help reinforce the importance of utilizing the new skills. Additionally, fostering a culture of collaboration and communication across departments can encourage employees to share and apply their knowledge to enhance the overall customer experience.