How can organizations ensure that customer-facing employees are actively engaged in the continuous learning and improvement process of their customer experience strategy, and how can this engagement be measured effectively?

Organizations can ensure that customer-facing employees are actively engaged in the continuous learning and improvement process of their customer experience strategy by providing regular training and development opportunities, encouraging open communication and feedback, and recognizing and rewarding employees who demonstrate a commitment to improving customer experience. This engagement can be measured effectively through metrics such as customer satisfaction scores, employee feedback and suggestions, and performance evaluations that assess employees' knowledge and application of customer experience strategies. Additionally, organizations can use tools like surveys, focus groups, and mystery shopping to gather insights on customer interactions and identify areas for improvement.