How can companies effectively integrate both internal and external feedback to continuously improve their CX strategy and foster a customer-centric culture?

Companies can effectively integrate internal and external feedback by creating a feedback loop that involves all levels of the organization, from frontline employees to senior leadership. This can be achieved through regular surveys, focus groups, and one-on-one conversations with customers. By analyzing and synthesizing both internal and external feedback, companies can identify trends, gaps, and opportunities for improvement in their CX strategy. Additionally, fostering a customer-centric culture involves aligning all departments and functions towards a common goal of delivering exceptional customer experiences, which can be achieved by sharing customer feedback across the organization and celebrating successes together.