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For Customer Experience Professionals

How To Set Up An Effective CX Training Program

Follow Three Key Steps To Ensure That Your CX Training Delivers Optimal Impact

May 29, 2018

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Why Read This Brief

Customer experience (CX) strategies can be derailed by lack of preparation, poorly defined business context, and difficulty aligning the time spent on one-off training workshops with the value they create. This report sheds light on the critical elements of an effective CX training program. We present findings from a series of Forrester CX and customer journey mapping training workshops, provide practical frameworks for CX training, and recommend ways that CX professionals can get results from their CX training initiatives.

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