How can companies measure and evaluate the impact of their CX initiatives on both business goals and employee engagement to continuously improve their customer experience strategy?

Companies can measure the impact of their CX initiatives on business goals by tracking key performance indicators such as customer satisfaction scores, customer retention rates, and revenue growth. To evaluate the impact on employee engagement, companies can conduct surveys, analyze employee feedback, and monitor employee turnover rates. By collecting and analyzing both customer and employee data, companies can identify areas for improvement in their customer experience strategy and make data-driven decisions to continuously enhance the overall customer experience.