How can companies ensure that their CX training programs are effectively translating into tangible improvements in customer satisfaction and loyalty, rather than just being perceived as a checkbox exercise?

Companies can ensure that their CX training programs are effectively translating into tangible improvements in customer satisfaction and loyalty by regularly measuring and analyzing key performance indicators related to customer experience, such as NPS scores and customer retention rates. They should also gather feedback from customers to understand their perception of the company's CX efforts and make necessary adjustments to the training programs based on this feedback. Additionally, companies can incentivize employees to actively apply what they have learned in the training programs to real-life customer interactions, and provide ongoing support and coaching to reinforce the importance of delivering exceptional customer experiences.