What are the best ways to find cross-functional training opportunities for Customer Experience?

Before you plan this journey, you really need to understand two data points: where you want to be and where you are starting from. Knowing what you want to learn without understanding your current strengths and opportunities might lead you in the wrong direction. A thorough understanding of both requires a healthy mix of self-confidence and humility.

To begin your cross-functional training journey for CX, it's crucial to first identify your learning goals. This step ensures that you focus on the specific areas that will benefit your career and enhance your CX skills. Start by assessing your current CX knowledge and pinpoint areas where you want to improve. This might include topics like data analytics, communication skills or user experience design. Create a personalized learning plan that outlines your goals, timelines and the skills or knowledge you want to acquire. This plan will serve as your roadmap throughout your training journey.

The first thing to think about is, what is your career aspirations? Where do you want to be one year from now, five years from now, and 10 years from now? Back into your career plan by developing a roadmap of the skills that you need to get into this role. Focus on the training development, mentorship and reading that will jumpstart you to develop the skills you need to meet your career objectives. Good luck ! ????

It’s helpful to think of the “cross functional group” as one working team, as in a Core Team or Pod or Squad (if we’re using agile terms). Once you have a sense of who the different members (roles) are, you can distill the type of learning you may want to introduce. For instance, if you have product/design/research/business/marketing in 1 pod, you may end up deciding that you need to do a brief intro to experience management, journey design vs product design, CX roadmapping, service design, journey financials etc. This intentional reflection early on in projects help you make more relevant decisions that ultimately boost morale and skill set.

Antes de se ter uma jornada completa tra?ada, precisa realmente entender objetivos iniciais : Onde se inicia e onde você quer chegar. Tra?as as op??es e pontos fortes te leva a uma dire??o mais certeira .

Once you have established your learning goals, explore existing cross - functional training programs related to CX. Many organizations offer internal training courses, workshops or online courses that cover a wide range of CX topics. Additionally, universities and online learning platforms often provides courses on customer experience, user research and design thinking. Research and enroll in relevant courses, workshops or certifications that align with your learning goals. Consider options that offer flexibility in terms of scheduling and content delivery.

Proper to your hire manager an internal internship of 5-7 hours per week to gain valuable CX skills. Here is how I would do it: Research teams that are doing CX, craft clear learning objectives, and prepare a comprehensive proposal highlighting the benefits to the organization. Connect with stakeholders, emphasize practical outcomes, propose mentorship, and present the proposal to leadership, addressing concerns and showcasing flexibility. Follow up with enthusiasm to demonstrate readiness for the internship. This is a easy way to gain new skills and make an impact.

Utilizing existing resources is an efficient way to gain new skills. It ensures that employees are aligned with the tools and methodologies already in use within the organization. For example, at a few of my past companies they might offer training in their specific customer relationship management (CRM) systems or in using big data analytics to understand customer patterns and preferences.

Would say a combination of all the above gives a wider perspective and know how to the job incumbent. CX is not the sole role of only the incumbent but seen as a deliberate plan from top level management down.

Most organizations sadly lack effective cross-functional training programs. The exception most organizations make is to provide training for select scarce technology skills. You will probably have to make your own - so get creative!

If you are in CX, one of the key ways through which you can learn and grow would be via networking. Expand your reach with those who are experts in the field of CX. Networking can be a valuable resource for finding cross - functional training opportunities. Connect with colleagues, mentors or industry peers who have expertise in CX. They would be aware of relevant training programs, conferences etc. that you might have not come across on your own. CXPA is another way through which you can expand your networks. Leverage the same to gather insights about the best CX training opportunities.

This can be terrific! More often than not, there are programs/webinars with networks like SDN, CXPA etc that cover topics that may be of training relevance to you. Another avenue is academic journals. Using Google scholar or other services, you can find papers that provide context for topics you need to boost your team’s training for. Furthermore, if you have an active network in the industry, you can try to invite a guest speaker in one of your team sessions to share insight about tackling certain challenges.

Networking provides insights and learning opportunities that might not be available through formal channels. It fosters a collaborative learning environment and can lead to innovative solutions for CX challenges.

If you are truly trying to engage in cross-functional learning you probably don't have the right network, you will need to extend it into CX most likely. But, that doesn't mean you can't reach out to your existing network for suggestions or leverage your existing network to get to 2nd level connections here on LinkedIn.

If you are more of a self - starter and a self-driver, what you can always do is by taking initiatives on your own and running them. Volunteer for CX related projects, seek out mentorship from CX experts, propose innovative ideas that could lead to skill building. This can be achieved if you are able to identify key loopholes / gaps in the strategy defined for CX within an Org and present solutions that involve you gaining valuable experience. This proactive approach can demonstrate your commitment to CX and open doors for new learning opportunities.

Learning by doing is where true skills can be developed. Shadowing or co-creating a project with a more senior team member is the ideal way to learn new approaches from someone who has done it, as well as being able to influence and innovate with your own ideas.

Getting to know colleagues from other team, spending time talking with them to learn about how they operate and what their needs are is also a great way to identify gaps in the organization that you might be able to step into, utilizing your new found knowledge and opening additional paths to growth and development.

Several things come to mind here. 1. Build your own training routine with your teams and coach them on a recurring basis, depending on your culture and everyone’s bandwidth 2. Organizing “show and tell time” on a recurring basis where you encourage your teams to bring forward new things they’ve tried and how they’re navigating the learning. This cultivates an environment of experimentation and encourages more dialogue about the unknown, ultimately boosting the team’s desire about learning new things.

Build your own internship. Here's how. First, find out who does the kind of work you want to learn about. Ask if they'll have a lunch 'n' learn with you or a copy of coffee to allow you to begin learning a bit more about their area and how to learn more. Look into shifting your work schedule to allow you to spend an hour a day one or more days a week volunteering to help your target function with their work as a win-win for you and your mentor.

All training can do is improve your skills and make you an expert in the domain which you are learning. However, to improve on the same, it's critical to ensure that the same is deployed in your initiatives that are being driven. Be inquisitive, actively engage in discussions and keep applying what you learn in real-world scenarios. Additionally, seek feedback from mentors or instructors to continuosly improve your skills.

Dado que a taxa de deprecia??o das habilidades humanas hoje gira em torno de 20% ao ano, a disposi??o para identificar e preencher nossas lacunas de conhecimento e para permanecermos curiosos é que nos levará adiante. Definir e executar uma trilha de aprendizado; mentorar e ser mentorado e aprender trabalhando é um bom come?o !

Keeping learning aligned with the ultimate goal of improving CX ensures that efforts are not just for personal development but also contribute to organizational success. This could mean staying abreast of the latest trends in customer service technology or e-commerce best practices to continuously enhance the experience.

You are in charge of your learning. You must be respectful and persistent to increase your CX knowledge and capability. Nobody is going to hand you this new knowledge, skill and ability - you will have to go out and find it and build it!