A Call for Rethinking Standard Practices
Customer experience (CX) training has become a staple in many organisations’ strategies for fostering customer loyalty and enhancing satisfaction. But while the intent is commendable, we must ask a critical question: Is the conventional approach to CX training truly effective, or are we simply going through the motions?
The One-Size-Fits-All Problem
Many CX training programmes rely on generic frameworks that overlook the unique challenges and cultures of different organisations. These ‘off-the-shelf’ courses promise to deliver universal solutions but often end up being too broad to address the specific needs of an organisation. A call centre might require a vastly different approach to CX training than a luxury retail chain or a financial services provider. Yet, training programs rarely make these distinctions, leading to suboptimal outcomes. With our own 2-day CXM training course available to all, we adapt the content to mirror those participating even though they are from different companies. In fact, if we see multiple participants from the same company, we reach out to discuss the shortfalls of such an approach for company-wide engagement.
Overlooking Organisational Culture
Effective CX training must align with an organisation’s culture. This means understanding how employees communicate, solve problems, and interact with each other and customers. Many training programs fail to adapt their content to the existing cultural landscape of a company, which can create friction and resistance among staff. The result? Knowledge that never quite translates into action.
Motivation: More Than a Checkbox
Another major flaw in standard CX training is its tendency to treat staff motivation as a secondary consideration. Workshops often assume that information alone will inspire employees to improve their customer interactions. In reality, without a strategy to engage and motivate employees—one that speaks to their specific roles and challenges — even the most thorough training can fall flat. Effective CX training resonates with employees’ daily experiences, making them feel valued and heard.
The Importance of Tailoring Methodologies
Sound methodologies form the backbone of good CX practices, but conveying them effectively makes all the difference. Standard training modules often focus on theoretical constructs, based on exam certification requirements, without bridging them effectively to real-life applications. Employees are left with a list of best practices but little guidance on how to implement them in their particular context. Customised training programs, by contrast, take into account the specific touchpoints and pain points that employees encounter in their roles.
A New Paradigm: Bespoke CX Training
To effectively implement CX training, it must be tailored to the organisation’s goals and staff realities. This involves involving employees in content development and focusing on interactive, scenario-based learning. The goal is to equip employees with practical tools and a clear understanding of how to apply them.
In response, Lexden provides customised CX training programmes tailored to an organisation’s needs, including industry specifics, business type, participant profiles, and learning objectives. The courses are delivered in English, French, German, and Spanish, with Greek and Korean courses being developed this year. Lexden has worked with clients like Syngenta, UCL, Volvo, Peter Vardy, and Skanska, showcasing its versatility in adapting narratives to suit any sector or geography.
Conclusion: It’s Time to Rethink CX Training
Investment in CX training keeps growing, but effectiveness often falls short due to reliance on generic, one-size-fits-all programmes. Organisations need to shift towards bespoke, culturally aligned training that empowers employees to connect training principles to their daily responsibilities. Only by making these changes can CX training move beyond a checkbox exercise and drive true customer-centric excellence.
What do you think? Is your organisation’s CX training tailored to its unique culture and challenges, or are you still relying on a generic approach? The conversation starts here.
Interested in exploring how bespoke CX training can transform your organisation? Contact me to discuss how tailored solutions can better align with your company.
