How can organizations measure and track the progress of their employees in developing their CX competence, and what impact does this have on overall customer satisfaction and loyalty?

Organizations can measure and track the progress of their employees in developing their CX competence through regular performance evaluations, customer feedback surveys, and monitoring key metrics such as customer satisfaction scores and retention rates. This helps identify areas for improvement and provide targeted training and development opportunities for employees. Improving CX competence among employees can lead to better customer interactions, increased satisfaction, and loyalty, ultimately resulting in higher customer retention rates and long-term business success.