An effective learning program can drive business results and power your transformation efforts. But only 26% of information workers report that current training offerings help them perform better. There’s a clear gap between what employees need and what employers deliver. For customer experience (CX) leaders, this training gap presents a serious roadblock to becoming a customer-obsessed organization.

This raises the question: How do you develop a learning program that fuels your transformation?

Stanford Professor Chuck Eesley conducted a study with over 26,000 students in an online class. He found that students who completed the course work in teams were more engaged in the community, had a greater number of discussions, and were 16 times as likely to pass the courseThe team dynamic worked because it created a social learning experience.

Social learning combines tools with an environment that encourages knowledge transfer and connecting with people to learn and share. Forming connections among employees is a powerful culture-shaping tool. When it comes to CX, culture is crucial to enabling employees to consistently deliver your intended experienceA thoughtful CX learning program is at the heart of sustaining an outside-in perspective. Forrester cites learning as a key strategy within five of the seven steps to create and sustain a customer-centric culture.

According to learning experience platform provider NovoEd, the benefits of social learning occur when students feel like a part of a learning community. The interaction, intermingling of ideas, and information sharing create a more meaningful experience than when learners participate alone. Building a learning program with team-based assignments, mentorship, and identity transparency triggers a sense of accountability for each learner. This intrinsic motivation enables a greater realization of the intended learning outcomes.

How do you develop a learning program that fuels your transformation? You build it for teams, and you leverage social learning.

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