How can a company ensure that the knowledge gained from quarterly CX trainings is being effectively implemented in day-to-day interactions with customers, and what strategies can be put in place to reinforce and sustain this implementation over time?

A company can ensure that knowledge gained from quarterly CX trainings is effectively implemented by providing ongoing support and resources for employees to apply what they have learned. This can include regular coaching sessions, feedback mechanisms, and opportunities for practice. Strategies to reinforce and sustain this implementation over time can include setting clear expectations and goals, recognizing and rewarding employees who demonstrate desired behaviors, and integrating CX principles into performance evaluations and company culture. Regular follow-up assessments and refresher trainings can also help to ensure that the knowledge is being consistently applied.