How can companies effectively leverage technology to enhance their internal communication strategies for customer experience, and what key performance indicators should they focus on to measure the impact on employee engagement and alignment with CX goals?

Companies can leverage technology by implementing communication tools such as intranet platforms, messaging apps, and video conferencing to facilitate real-time and transparent communication among employees. Key performance indicators to measure the impact on employee engagement and alignment with CX goals include employee satisfaction surveys, feedback from customer interactions, and tracking the implementation of customer-centric initiatives. By using technology to improve internal communication, companies can foster a collaborative work environment, increase employee morale, and ultimately enhance the overall customer experience.