How can companies measure the success of their customer service representatives' transition into CX Ambassadors, and what key performance indicators should they be tracking to ensure ongoing improvement in customer satisfaction and loyalty?

Companies can measure the success of their customer service representatives' transition into CX Ambassadors by tracking key performance indicators such as customer satisfaction scores, Net Promoter Score (NPS), customer feedback, and retention rates. They should also monitor metrics related to employee engagement, such as employee satisfaction and turnover rates, as engaged employees are more likely to deliver exceptional customer service. By regularly analyzing these KPIs, companies can ensure ongoing improvement in customer satisfaction and loyalty, ultimately leading to increased customer lifetime value and business growth.