How can organizations ensure that employees are actively applying the customer experience knowledge gained from cross-departmental training sessions to improve their day-to-day interactions with clients and enhance overall service delivery?

Organizations can ensure employees are applying customer experience knowledge by providing ongoing support and reinforcement through coaching and feedback. They can also integrate customer experience metrics into performance evaluations to hold employees accountable. Creating a culture that values customer-centricity and rewards employees for demonstrating customer-focused behaviors can also encourage them to apply their knowledge consistently. Additionally, incorporating customer experience principles into standard operating procedures and providing resources such as job aids and training materials can help employees apply their learning in practical ways.