How can the CX team effectively leverage social media platforms and online reviews to gather real-time feedback and insights on customer perceptions and sentiment, and how can this data be used to enhance the overall customer journey and drive long-term loyalty?

The CX team can effectively leverage social media platforms and online reviews by actively monitoring and analyzing customer feedback in real-time. By engaging with customers on these platforms, the team can gain valuable insights into customer perceptions and sentiment. This data can then be used to identify pain points in the customer journey, make necessary improvements, and enhance the overall customer experience. By addressing customer concerns promptly and demonstrating a commitment to listening and responding to feedback, the CX team can build trust, strengthen relationships, and drive long-term loyalty among customers.