In what ways can companies ensure that cross-functional training and workshops not only improve employees' understanding of CX-related roles, but also result in tangible improvements in the overall customer experience they deliver?

Companies can ensure that cross-functional training and workshops improve employees' understanding of CX-related roles and result in tangible improvements in customer experience by aligning training with specific customer experience goals and metrics. They can also provide opportunities for employees to practice new skills in real-world scenarios and receive feedback on their performance. Additionally, companies can foster a culture of collaboration and communication among different departments to ensure that cross-functional training leads to cohesive and seamless customer experiences. Finally, companies should regularly evaluate the impact of training on customer experience and make adjustments as needed to continuously improve the overall customer experience they deliver.