How can companies ensure that their employees are effectively utilizing technology and digital tools to enhance the customer experience, and how can they measure the impact of these initiatives on customer satisfaction and loyalty?

Companies can ensure that their employees are effectively utilizing technology and digital tools by providing comprehensive training and support, encouraging a culture of continuous learning and innovation, and setting clear expectations for technology usage. To measure the impact of these initiatives on customer satisfaction and loyalty, companies can use metrics such as customer feedback, Net Promoter Score, customer retention rates, and sales data. Additionally, companies can conduct regular surveys and focus groups to gather qualitative insights on how technology is impacting the customer experience.