It’s no secret that customer satisfaction has a positive effect on company performance, as Customer Experience (CX) is the No. 1 factor that impacts vendor trust.

But leaders must know:
Who owns this initiative in their organization?

The “CGS Annual Learning and Development Trends Report” reveals that 60 percent of L&D decision makers rank customer support, loyalty and satisfaction among their Top 3 priorities.

In the upcoming webcast, L&D’s Role in the Experience Economy, HCI and CGS are set to host an expert panel representing companies that include Valvoline and Doug Stephen, SVP of CGS Enterprise Learning, that will share insights on how to deliver CX-rich knowledge internally and externally on a global scale.

This expert panel will discuss how today’s trend toward greater investment in soft skills, engagement and strategy implementation will unlock the experience economy, and forge new paths to operational performance and growth.

Experts will share examples of how L&D teams can align knowledge delivery to a workforce of digital natives; provide tips to integrate CX, UX and design thinking best practices into everyday work to create richer, more rewarding learning experiences; and provide advice on the best methods for developing customer-centric behaviors and mindsets in employees.

The Panel Presenters:

• Doug Stephen (LinkedIn profile) Learning Division, CGS
• Jamie Hinely (LinkedIn profile) Director of Global Learning Solutions, Valvoline
• Tara Hankinson (LinkedIn profile) Head of Customer Experience, Hopsy