Best Practice Report

How To Set Up An Effective CX Training Program

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

May 29th, 2018
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
With contributors:
Frederic Giron , Dane Anderson , Diane Deng , Bill Nagel

Summary

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 presents 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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