How can companies ensure that their training and development programs not only enhance employees' understanding of CX-related roles, but also inspire a culture of customer-centricity throughout the organization?

Companies can ensure that their training and development programs enhance employees' understanding of CX-related roles and inspire a culture of customer-centricity by aligning training with the organization's overall goals and values. They can also provide ongoing support and resources for employees to apply their training in real-world situations. Additionally, companies can encourage open communication and feedback channels to continuously improve customer-centric practices and behaviors. Lastly, leadership should role model customer-centric behaviors and actively promote a customer-focused mindset throughout the organization.