How can companies ensure that their long-term CX competency programs not only drive ROI, but also foster a culture of customer-centric innovation and agility within the organization?

Companies can ensure that their long-term CX competency programs drive ROI and foster a culture of customer-centric innovation and agility by aligning CX goals with overall business objectives. They should invest in ongoing training and development for employees to enhance their customer-centric skills and mindset. Additionally, companies can create cross-functional teams that focus on CX initiatives and encourage collaboration across departments. Regularly collecting and analyzing customer feedback and data can help companies identify areas for improvement and innovation to stay ahead of competitors.