Customer experience transformation hinges not just on new processes, but on a fundamental reset of organizational mindset. Yet in times of turbulence—be it mergers, political unrest, or economic shifts—employee engagement is often the first casualty. Training and onboarding should be energizers for belief and belonging, but when disengagement sets in, they risk becoming empty rituals.

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This session tackles the chicken-and-egg dilemma: how do you ignite an engaged CX mindset when disengagement already clouds the system? And can training truly transform culture—or does it simply echo it?

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