Strategic Learning Your CX strategy is orchestrated and implemented by employees scattered across the organization. From the cashier to the call center agent to the branch manager, their everyday customer interactions play a large part in defining how customers perceive your brand. Generally, employees are enthusiastic about customer obsession. They want to do their jobs well. They want customers to be happy. But a can-do attitude isn’t enough to carry out a complex CX strategy. Some organizations are hampered by the “skills transfer gap.” This occurs when employees are given high-level ideals but no practical information on how to apply said ideals to their job. Left to their own devices, employees will decide what your CX strategy means for them. And they may or may not be right. If they’re wrong, this leads to frustration that corrodes CX momentum. CX leaders can surmount this obstacle by leveraging strategic learning. A comprehensive, applicable learning program connects the dots between a strategy and its day-to-day applications. This clarity ensures that employees know how to deliver stellar CX and can be held accountable should they fail to do so. Learning is critical to curating a unified customer experience across complex organizations with multiple touchpoints. © 2019 Forrester Research, Inc.