How can companies leverage social media platforms to measure the success of their CX programs and gauge customer sentiment in real-time to proactively address any issues or capitalize on positive interactions?

Companies can leverage social media platforms by monitoring customer feedback, comments, and reviews to gauge sentiment in real-time. They can use social listening tools to track mentions of their brand and identify areas of improvement in their CX programs. By analyzing engagement metrics such as likes, shares, and comments, companies can measure the success of their CX initiatives and identify trends that can help them proactively address any issues or capitalize on positive interactions. Additionally, companies can use surveys and polls on social media to gather direct feedback from customers and gain insights into their preferences and satisfaction levels.