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 course. The 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 experience. A 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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