"How can companies ensure that their gamification and rewards programs are not only keeping the topic of Customer Experience top of mind for employees, but also driving tangible improvements in customer satisfaction and loyalty?"

Companies can ensure that their gamification and rewards programs are effective in driving improvements in customer satisfaction and loyalty by aligning them with key customer experience metrics and goals. This can involve setting clear objectives for the programs that directly tie back to enhancing the overall customer experience. Additionally, companies should regularly track and analyze data related to customer satisfaction and loyalty to measure the impact of their gamification and rewards initiatives. Lastly, providing ongoing training and support to employees to ensure they understand the importance of customer experience and how their actions contribute to it can further reinforce the desired behaviors and outcomes.