How can organizations measure the impact of incorporating CX principles into ongoing training and development programs on employee engagement and overall customer satisfaction?

Organizations can measure the impact of incorporating CX principles into training and development programs by collecting feedback from employees and customers through surveys and interviews. They can track key performance indicators related to employee engagement and customer satisfaction before and after implementing the CX principles. Analyzing trends in employee turnover rates, customer retention, and satisfaction scores can also provide insights into the impact of CX principles on the organization. Additionally, conducting focus groups or case studies to assess the direct impact of CX training on employee behavior and customer interactions can help gauge the effectiveness of the program.