How can organizations ensure that employee training and development programs not only improve customer experience in the short term, but also lead to lasting cultural shifts towards a customer-centric mindset within the company?

Organizations can ensure that employee training and development programs have a lasting impact on customer experience by aligning the training with the company's values and goals. This includes incorporating customer-centric principles into all aspects of the training, from onboarding to ongoing professional development. Additionally, providing opportunities for employees to practice and apply their training in real-world scenarios can help solidify a customer-centric mindset. Finally, leadership support and reinforcement of the importance of customer-centricity throughout the organization are essential for sustaining cultural shifts towards a customer-centric mindset in the long term.