Resources / Improving Customer Experience

Building a Customer Experience Team

Wed, November 17, 2021

It’s no understatement that your whole business needs to be invested in the customer experience. From the C-Suite down to line managers and advisors, everyone should be working from the same customer journey map so their consistent efforts have maximum impact.

You will want to start building a customer experience team, consisting of individuals with different skillsets able to ensure your vision is met and your customers are satisfied.
Here at Ventrica, our customer experience training outline involves partnering with clients and their customer experience stakeholders. This ensures that teams are fully prepared to provide an awarding winning service, with the ultimate goal to provide memorable experiences. This will provide customers with a reliable experience, and your business with good word of mouth.

95% of leading organisations cite CX job roles as important to achieving business growth - the highest of any job role1.

Through a consistent feedback loop, and absorbing our clients’ culture, brand, and tone of voice, our customer experience specialists are best placed to represent our clients.


Customer Experience Training Outline

As it is important to align your customer experience strategy with business goals, training a customer experience team needs to start with understanding the roadmap and customer journey. You’ll then be able to define key roles needed within your CX team and, as it matures, bring in further specialist roles requiring unique skillsets.

  • Digital Strategist
  • Digital Experience Leader
  • Digital Analyst
  • UX Designer
  • Experience Architect

These roles will vary within organisations depending on their scale and budget, with larger businesses developing and building a customer experience team that covers all angles. However, you can start small or even make use of CX consultancy services and, as the business grows and sees success, bring in talent and develop roles that will take this further. You can even work to upskill your existing team and internally create these roles.

  • Relationship-building
  • Leadership
  • Communication
  • Problem-solving
  • Critical thinking
  • Design

  • Many organisations will focus on technology or processes, but at Ventrica our successes come from focusing on our people.

From both our central location and our homeworking network, we help our staff partner with clients, becoming a seamless extension of their work processes. This is built on trust and the right training techniques and resources.
Find out more about creating and running a dedicated CX team – Let’s talk >

78% of consumers said their customer service experience improves when agents don’t sound like they’re reading from a script2.

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Customer Experience Training Ideas

Knowing where to start with training and building a customer experience team can be difficult, especially as there are many aspects to consider. Part of having a clearly defined strategy and feedback loop is to help focus the most immediate needs in the customer journey. Many customers now expect omnichannel support, for example, so many businesses have had to ensure their tone of voice is flawless both through social channels and outsourced customer service.

  • Establish best practices that adjust to user behaviour
  • Work on attitude and ensuring TOV is consistent
  • Knowledge sessions to ensure teams fully understand products/services
  • Experience exercises, so teams understand the customer journey
  • Competitor research – understanding how your competitors are delivering a great service

There is no one-size-fits-all solution, so customer experience training ideas will be unique to your brand and its goals. Training should be developed out of learning where opportunities are to improve the customer experience.

71% of people recommend a product or service because they received a “great experience”3.

Find out more about creating and running a dedicated CX team – Let’s talk >

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