Gauge your current CX capability – people (adoption of a learning culture part two)

Gauge your current CX capability – people (adoption of a learning culture part two)

For the creation of context regarding the subject matter: we have been dealing with the approach that can be used to introduce CX transformation into an organisation.  One of the most important aspects is the improvement of employee or people engagement.  Again, people engagement refers to the extent to which the people in the organisation are connected to the organisation’s goals and values and are motivated to contribute their best energy and capabilities in pursuit of their achievement. 

There are about 10 factors that affect people engagement according to the framework we are working with.  In the last issue of this article, we dealt with the “adoption of a learning culture” as one of the 10 factors. 

A learning culture includes:

  1. A core curriculum

  2. Adapted learning interventions

  3. Liberty to try new things without retribution

  4. Sponsored corporate play space

Let’s expand  number 1: A CORE CURRICULUM.

A learning culture should be founded on a core curriculum for the competencies that we are seeking to create. We want engaged people right?  What are the principles and philosophies that we want our people to be connected to and motivated by? There should be a core curriculum for every aspect of culture that we want to permeate the organisation.  Specifically, there should be a core curriculum for customer experience. 

CX principles should be well documented and taught.  This is fundamental if we hope to achieve a CX excellence “second nature” within the enterprise.  CX excellence has become culture when it is second nature in every person in the organisation.  Culture cannot be achieved if we do not establish the content that will be promoted to culture through repetitive action and promotion.