How can organizations measure the impact of continuous CX competency development on their employees' performance and overall customer satisfaction levels?

Organizations can measure the impact of continuous CX competency development by conducting regular performance evaluations to assess improvements in key customer service metrics such as response times, customer satisfaction scores, and retention rates. They can also gather feedback from employees on their perceived level of competency and confidence in delivering exceptional customer experiences. Additionally, tracking customer feedback and reviews before and after implementing CX training programs can provide insights into the overall impact on customer satisfaction levels. Analyzing data from customer interactions and comparing it to pre-training benchmarks can help organizations quantify the impact of CX competency development on both employee performance and customer satisfaction.