Training designed to improve the customer experience for diverse customers often teaches key concepts like racism, oppression, privilege, bias, and microaggression. Addressing these knowledge gaps is essential. But just as important, maybe more so, is teaching new skills and behaviors.

With a unique and challenging year behind us, now is the time to reflect on how the pandemic is bringing digital conversations to the forefront in 2021. Sales success will be determined by how well these conversations flow and convert.