Best Practice Report

Caterpillar Tailored Its CX Training By Role Based On Conducting Research And Co-Creation Sessions

July 31st, 2020

Summary

Training is a key responsibility of customer experience (CX) pros tasked with transforming their companies’ cultures to become more customer-centric, so the CX team at Caterpillar Inc. endeavored to make CX training more relevant to different roles by developing a research-backed, results-driven approach. Caterpillar piloted an approach to prioritize roles for training, address key behaviors that impact CX, and improve those behaviors to achieve outcomes customers cared most about in the relationship. Begin your culture transformation by finding the causal links from employee behaviors to what you would like your customers’ perceptions to be.

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