Everyone wants a customer-centric culture, but knowing how to build and maintain one is a tough task to endure.

Forrester found that only 53% of customer-obsessed businesses educate new hires on customer values and motivations which is problematic for agents and customers. Without the right knowledge, agents are left vulnerable to delivering sub par experiences while customers experience increased resolution times and frustration.

So how do you cultivate a culture of continuous learning and empower agents to deliver world-class experiences? I sat down with Reema Vaghani, VP, Learning Experience at TaskUs to understand what is at the core of every customer-centric culture and the keys to developing a learning and development strategy that drives results.


Crystal: What is the relationship between employee experience and learning and development (L&D)? How does this impact the overall customer experience?

Reema: Learning and development is an important aspect of employee experience because it develops the skills, behaviors, and competencies required for any role. Studies have shown over and over again that when employees see that their organization is investing in them, they are more engaged with the company overall. When employees are engaged and happy, they care about the experiences they provide to customers and take more pride in their work. This contributes to a low employee turnover rate and increases their ability to deliver higher skilled work. Collectively, the positive impacts of learning and development on employees helps to resolve customer issues more efficiently and effectively in the long run. 


C: How have L&D programs taken the center stage in CX in the past few years?

R: In the last few years, customer-centric companies have been geared towards building a culture of learning because it has proven to attract, engage, and retain better talent--which in some ways makes it a competitive advantage. According to Glassdoor, the “ability to learn and progress” is now what attracts employees to an organization. This is especially true among millenials who make up a big percentage of the workforce and the reason why salary is no longer the biggest motivator. 

Intelligence drives improved customer experience

C: A recent study by LinkedIn found that the number one reason employees don’t engage with their workplace’s learning resources is because of lack of time. How can company leaders help their employees overcome this challenge? Please share some examples.


R: As leader on a team, there is a lot you can do to help--here’s my top 4:

  1. Build time into team schedules for L&D to keep employees front and center of changes and developments in your product and services
  2. Leverage an optimized learning management system (LMS) to create micro-learning opportunities that address learning gaps
  3. Gamify the learning processes to increase engagement with employees 
  4. Since COVID-19 has us all working from home, try to offer virtual learning opportunities through mediums like Zoom

C: How can companies align their L&D with customer journey maps?


R: First, companies need to assign a strong L&D professional to lead the team and perform a deep dive into the customer journey map. Once this is established, the team lead can begin an analysis of tasks and define a skill hierarchy (prioritization of skill development) for each step in the journey map. Once these are set, leaders can build a wide range of interventions to manage measures of success for each step. 


C: What are the untapped opportunities for supporting L&D strategies with technology?


R: For organizations who are just starting their journey, there are many strategies that might be untapped--here are 3 of the most common opportunities that any organization can take advantage of:


  1. A learning management system with a holistic and robust application is critical because it’s an easy way to create, store, and deliver great content
  2. Leveraging technology to gamify learning and employee engagement has a host of benefits for both team leaders and agents alike
  3. Perhaps most crucial, companies need to have a knowledge base of policies, procedures, and real-time updates

There are also innovations in L & D that are really exciting like, scenario-based learning tools, leadership development simulators, leveraging AI to identify learning needs, and virtual, augmented, and mixed reality. These aren’t that common now but we will definitely see an increased use of these in the near future.

Business process outsourcing for improved KPIs

C: What resources can CX leaders use to generate a stronger L&D program? 


R: I'm hosting a webinar with TaskUs on April 16--I encourage anyone reading this to register--you will definitely walk away with some tips you can start employing the next day. Outside of that, I encourage CX leaders to hire a strong L&D leader with a proven track record, invest in technology, and to network and connect with other L&D leaders in and outside of their industry.


C: Where do you see L&D programs going in the next 5 years?


R: L&D is catching up with innovative technology trends while traditional methods are being thrown aside to enhance and elevate modern training methods.  The most exciting parts are innovations that leverage AI, and virtual or mixed reality which will become more accessible in the near future. As more millennials come into our workforce, L&D strategies need to be in line with their needs of creating a strong sense of community and content that is accessible no matter where they might work from. 


Are you interested in learning more about how to develop a culture of continuous learning with a robust training and development program? Register for our webinar, Training Outside the Box: Why Learning and Development Is the Secret Ingredient Most CX Teams Are Missing, and get your organization ahead of the curve.



April 09, 2020