Learning Plans

Foundation & Understanding Courses

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.