CX in the Industry

Investing in Customer Experience training should be a priority, in practice this appears not to be the case which, according to Pennington “…is like investing in a set but not in the script, story or actors.” (Pennington, 2016)

Companies not investing in Customer Experience training are not just going to move backwards, they are going to accelerate backwards very quickly.

The customer has changed, and the training needed to succeed against the competition needs to improve.

This form of training is not effective in equipping the teams with the tools needed to deal with the rising guest expectations.

The changing ways of communicating post-Covid have created a further need for customer experience training, as operators believe that the over-reliance on communication via apps and QR codes has led to not just the industry but society now not knowing how to communicate with other people. There has been such a lack of interaction that team members no longer know how to deal with customers face-to-face.

Research shows that the style of training has changed post-Covid, with Customer Experience training delivered mostly

on-line or via e-learning.

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