How can organizations ensure that their employee training and development programs not only foster a customer-centric culture in the short term but also have a lasting impact on improving overall customer experience capabilities in the years to come?

Organizations can ensure that their employee training and development programs foster a customer-centric culture by incorporating customer service values and practices into the core curriculum. This includes providing ongoing training and reinforcement to employees at all levels. Additionally, organizations should encourage a culture of continuous learning and improvement by offering opportunities for employees to enhance their skills and knowledge through workshops, mentorship programs, and certifications. By investing in the long-term development of their employees, organizations can create a sustainable customer-centric culture that will have a lasting impact on improving overall customer experience capabilities for years to come.