CX Case Study:
Bespoke Employee CX Education and Training Programme
Our Client’s Challenge
Eason is Ireland’s largest and oldest seller of books, magazines and stationery operating online and through numerous retail outlets.
Eason have traditionally been very strong in delivering customer service but recognised that to really differentiate themselves they needed to focus on customer experience.
Key to CX success was the development of an employee CX Education and Training programme.
We designed a bespoke programme including sessions with all store employees to give them a deep understanding of CX and get them to design the ideal customer experience. The learnings were embedded through online learning and CX skills coaching and assessment in each store.
Accreditation has been awarded based on results from the in-store assessments and presentations from each store on the impact the programme has had.
Find out more about our CX Education and Training
What Was The Impact?
“The impact of the CX Company’s Education and Training programme has been huge. From day one we could see immediate engagement and excitement and through ongoing learning and accreditation CX has become well and truly embedded in our store teams.
The CX Company have partnered with us all the way and provided all of the knowledge, expertise and support that we needed to make this a hugely successful, award-winning programme.”
Learning & Development Business Partner, Eason
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