Excellence at Work Podcast Episode 269: Reskilling & Upskilling CX Teams: A Vital Role

Watch this interview as Jen Jackson, SVP of Customer Service at Litmos, and Michael Rochelle, Chief Strategy Officer and Principal Analyst at Brandon Hall Group™, discuss the pivotal role that reskilling and upskilling plays in building the best customer experience teams.

As the business landscape continues to evolve, customer experience (CX) has emerged as a critical differentiator for companies across industries. CX teams are no longer just supporting players; they are often quota-carrying employees who play a pivotal role in driving revenue, fostering customer growth and building brand loyalty.

In this new era of customer-centricity, it is crucial for organizations to invest in reskilling and upskilling their CX teams as part of a comprehensive revenue enablement strategy. By equipping these frontline ambassadors with the right knowledge, skills and tools, companies can unlock a myriad of benefits, including increased employee satisfaction, higher productivity, improved customer service, and better cost savings.

Jen Jackson, SVP of Customer Service at Litmos, a leading provider of learning solutions for top-performing companies, understands the importance of enabling CX teams. With over 20 years of experience in building and optimizing post-sales teams for SaaS organizations, Jen has a proven track record of decreasing costs, increasing efficiency, and retaining customers through strategic planning and cross-functional collaboration.

CX teams are now often times quota-carrying employees and play a pivotal role in a business’s success. Enabling these teams through reskilling and upskilling initiatives is a key component of a successful revenue enablement strategy.

So, how can organizations effectively enable their CX teams? Jen recommends a multi-pronged approach that includes:

  • Learning in the Flow of Work: Integrating learning management systems (LMS) with customer relationship management (CRM) software allows CX teams to access relevant training and resources seamlessly within their daily workflows.
  • Coaching: Providing personalized guidance and feedback from experienced coaches can help CX teams refine their skills and adapt to changing customer needs.
  • Simulations: Immersive simulations offer a risk-free environment for CX teams to practice handling various scenarios and hone their problem-solving abilities.
  • Gamification: Incorporating game-like elements, such as points, badges and leaderboards, can make the learning experience more engaging and motivating for CX teams.

By implementing these strategies, organizations can foster a culture of continuous learning and development within their CX teams. The outcomes are far-reaching, including increased employee engagement, improved customer satisfaction, and ultimately, a competitive advantage in the marketplace.

Litmos, a company dedicated to developing learning solutions for top-performing companies, is well-positioned to support organizations in their quest to empower their CX teams. With an easy-to-use LMS, comprehensive learning content libraries, and integrations with top workflow tools, Litmos provides the tools and resources needed to create, curate, and connect learning content to employees, customers, and partners.

In today’s customer-centric business world, investing in the continuous development of CX teams is no longer an option – it’s a necessity. By embracing a revenue enablement strategy that prioritizes reskilling and upskilling, organizations can unlock the full potential of their CX teams, fostering a competitive advantage that translates into long-term success.

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LinkedIn: Jen (Burton) Jackson | LinkedIn


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