Effective Knowledge Transfer Is Critical to CX Success

Personalization is driving a new era in learning and development (L&D) that heralds learning experience management (LXM). As a more efficient and effective form of knowledge transfer, LXM is profoundly improving readiness and engagement in customer experience (CX).

KEY STATS

• The likelihood for CX improvement rises by 73% for every dollar spent on LXM.
• 69% of organizations are planning to extend their strategies for personalized resource management in EX to support internal CX training and readiness.
• 61% of organizations admit suffering from data gaps and disconnects in how internal resources can improve the quality of customer journeys

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