How can companies ensure that the implementation of digital tools aligns with their overall customer experience strategy and goals?

Companies can ensure that the implementation of digital tools aligns with their customer experience strategy and goals by first clearly defining their customer experience objectives. They should then assess how digital tools can support these objectives and choose tools that are in line with their overall strategy. Regularly monitoring and analyzing customer feedback and data from the digital tools can help companies make necessary adjustments to ensure alignment with their goals. Additionally, providing proper training and support for employees using the digital tools can help ensure successful implementation and alignment with the customer experience strategy.