CX in L&D: Learn how applying CX practices can transform learner engagement and satisfaction.
Customer Experience (CX) practices are not just for external customers—they can revolutionise internal Learning & Development (L&D). By applying CX practices, L&D teams can create engaging, personalised programmes that boost retention, motivation, and satisfaction.
CX in L&D: Treating Learners as Customers
In L&D, employees are the ‘internal customers’. Understanding their needs and preferences improves engagement and knowledge retention. Just as poor CX harms a brand, ineffective training leads to disengagement and lower productivity.
Applying CX methodologies helps tailor training to learners’ motivations and styles. This approach fosters a positive learning culture and enhances employee performance.
Mapping the Learner Journey
Customer Journey Mapping, a CX tool, works equally well for learner journeys. It highlights critical stages like onboarding, training, and feedback. Mapping these touchpoints identifies friction and creates smoother, more effective experiences.
Steps to Map Learner Journeys:
- Define stages – Chart each phase, from onboarding to continued development.
- Spot pain points – Find areas where learners struggle or disengage.
- Build support systems – Add resources or interventions at critical moments.
Driving Engagement and Motivation
Engaged learners retain more and perform better. CX practices help create relevant, interactive programmes that connect directly to learners’ roles and growth.
Tips to Boost Engagement:
- Customise content – Tailor materials to specific roles for immediate relevance.
- Add interactivity – Use simulations or case studies to keep learners involved.
- Link to real outcomes – Show how training benefits their day-to-day work.
Using CX Practices to Elevate L&D
CX tools like feedback systems and a learner-first approach can transform learning and development programmes. For example:
- Voice of the Learner (VoL): Gather insights through surveys or focus groups to identify improvements.
- Closed-loop feedback: Act on feedback and share updates to show learners their input matters.
Conclusion
Integrating CX practices into L&D elevates training from functional to transformational. Treating learners as customers and designing thoughtful journeys boosts engagement, satisfaction, and effectiveness.
You might be interested in reading Part 2, where I share practical steps to implement CX practices in L&D.
Looking to dive deeper? Join the Customer Experience L&D Group – a growing community of professionals who like to explore how L&D can drive customer-centric cultures and elevate CX at every touchpoint. Share insights, explore best practices, and connect with like-minded peers to elevate your approach to CX training.
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