How can companies effectively measure the impact of their efforts to align employees with CX values and drive continuous improvement in customer satisfaction, and what key metrics should they focus on to track progress and success in achieving their customer-centric goals?

Companies can effectively measure the impact of their efforts to align employees with CX values and drive continuous improvement in customer satisfaction by tracking key metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and customer retention rate. These metrics can provide insights into how well employees are delivering on customer-centric goals and help identify areas for improvement. Additionally, companies can conduct regular surveys, gather feedback from customers and employees, and analyze customer interactions to gauge the success of their customer-centric initiatives. By focusing on these key metrics and actively monitoring progress, companies can ensure they are on track to achieve their customer-centric goals and drive continuous improvement in customer satisfaction.