How can organizations measure the impact of internal communication channels dedicated to sharing CX stories on employee engagement and customer-centricity, and what strategies can be implemented to continuously improve the effectiveness of these channels?

Organizations can measure the impact of internal communication channels dedicated to sharing CX stories on employee engagement and customer-centricity by conducting surveys to gather feedback from employees on the effectiveness of the channels in influencing their understanding of customer experiences. They can also track metrics such as employee satisfaction, customer retention rates, and customer feedback related to the stories shared. To continuously improve the effectiveness of these channels, organizations can implement strategies such as regularly updating content to keep employees engaged, incorporating interactive elements to encourage participation, and providing training to help employees better understand and apply customer-centric principles in their roles. Additionally, fostering a culture of open communication and transparency can help ensure that the stories shared resonate with employees and reinforce the importance of customer-centricity.