Shannon Denniston, CCXP
Foundation & Understanding Courses
CX Learning Program Outline
CX Learning & Development
Texas Capital Bank, VP Client Experience
To establish a universal (clear, consistent, company-wide) understanding of Client Experience at organization.
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
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
, and the
of CX” to promotes cross-functional collaboration across the entire organization.
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