How can companies effectively measure the impact of improved understanding and collaboration between different CX-related roles, and what key metrics should be used to assess the success of these efforts in driving overall customer satisfaction and loyalty?

Companies can effectively measure the impact of improved understanding and collaboration between different CX-related roles by tracking key metrics such as customer satisfaction scores, Net Promoter Score (NPS), customer retention rates, and customer lifetime value. These metrics can help assess the success of efforts in driving overall customer satisfaction and loyalty by providing quantitative data on the impact of improved collaboration on customer perceptions and behaviors. Additionally, companies can also conduct regular feedback surveys and focus groups to gather qualitative insights on the perceived improvements in customer experience resulting from enhanced collaboration between CX-related roles. By analyzing both quantitative and qualitative data, companies can gain a comprehensive understanding of how improved collaboration is impacting customer satisfaction and loyalty.