How can businesses ensure that their CX initiatives are aligning with their overall business goals and objectives, and what steps can they take to integrate CX into their strategic planning processes?

Businesses can ensure that their CX initiatives align with their overall goals and objectives by first clearly defining their business goals and understanding how CX can support them. They should involve key stakeholders from different departments in the CX strategy development process to ensure alignment. To integrate CX into their strategic planning processes, businesses can establish key performance indicators (KPIs) related to CX, regularly measure and track customer satisfaction, and incorporate customer feedback into decision-making. Additionally, they can invest in training employees on delivering exceptional customer experiences and continuously iterate and improve their CX strategies based on customer insights and market trends.