How can companies effectively measure the impact of their customer experience initiatives across different departments and levels of the organization to ensure accountability and continuous improvement?

Companies can effectively measure the impact of their customer experience initiatives by establishing key performance indicators (KPIs) that align with their goals and objectives. These KPIs should be tracked regularly and shared across different departments and levels of the organization to ensure accountability. Continuous feedback from customers, employees, and stakeholders should also be collected and analyzed to identify areas for improvement and make data-driven decisions. Additionally, implementing a system for monitoring and evaluating customer satisfaction metrics, such as Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT), can provide valuable insights into the effectiveness of customer experience initiatives.