How can companies ensure that their customer experience initiatives are aligned with their overall business goals and objectives, and how can they measure the impact of CX on their bottom line?

Companies can ensure that their customer experience initiatives are aligned with their overall business goals and objectives by clearly defining their customer experience strategy and ensuring it supports the company's mission and values. They can measure the impact of CX on their bottom line by tracking key performance indicators such as customer satisfaction scores, retention rates, and revenue growth directly attributed to improved customer experience. Additionally, conducting regular customer feedback surveys and analyzing customer behavior data can provide valuable insights into the effectiveness of CX initiatives on the bottom line.