How can companies ensure that their training programs not only improve employees' understanding of CX-related roles, but also lead to a sustained positive impact on customer experience over time?

Companies can ensure that their training programs improve employees' understanding of CX-related roles and lead to a sustained positive impact on customer experience by incorporating ongoing reinforcement and support mechanisms. This can include regular refreshers, coaching sessions, and opportunities for employees to apply their learning in real-world scenarios. Additionally, aligning training objectives with business goals and regularly measuring the impact of training on customer experience can help ensure long-term success. Finally, fostering a culture of continuous learning and improvement within the organization can help sustain positive changes in customer experience over time.