Shannon Denniston, CCXP
  • Home
  • Expertise
  • Portfolio
  • Contact
Picture
Learning Plans
Picture
Foundation & Understanding Courses
Picture
CX Learning Program Outline

CX Learning & Development

Texas Capital Bank, VP Client Experience
Project Intent
  • To establish a universal (clear, consistent, company-wide) understanding of Client Experience at organization.

Audience
  • Internal partners

Challenge
  • Cultural shift to intentionally center decisions/actions around the customer, but deeper understanding still desired.
  • Employees aware of importance, but there was a clear learning gap CX and how to adopt practices that impact experiences.
  • Looking for ways to improve the employee experience

Solutions
  • Recognized that engaging employee with development and education is critical to properly leveraging the power of CX.
  • Developed full learning program that not only introduced CX as a practice, but built a foundation for further development.
  • Expanded employee learning around CX to offer new perspectives so employees could apply CX knowledge to their daily work.
  • Aligned employee interpretation of: “the what, the so what, and the now what of CX” to promotes cross-functional collaboration across the entire organization.
Proudly powered by Weebly
  • Home
  • Expertise
  • Portfolio
  • Contact