How can companies ensure that employees are effectively applying the skills and knowledge gained from CX training in their day-to-day interactions with customers, beyond just measuring customer satisfaction metrics?

Companies can ensure that employees are effectively applying the skills and knowledge gained from CX training by providing ongoing coaching and feedback, implementing role-playing exercises to practice new techniques, and incorporating real-life customer scenarios into training sessions. Additionally, creating a culture that values customer-centric behaviors and rewards employees for demonstrating those behaviors can help reinforce the importance of applying CX training in day-to-day interactions. Regularly monitoring and evaluating employee performance through observations, mystery shopping, and peer reviews can also provide valuable insights into how well employees are applying their training in customer interactions.