How can companies measure the impact of incorporating employee feedback into their long-term CX competency programs, and what are some key indicators of success to look out for?

Companies can measure the impact of incorporating employee feedback into their long-term CX competency programs by tracking changes in customer satisfaction metrics, such as Net Promoter Score or customer retention rates. Key indicators of success to look out for include increased employee engagement and morale, improved customer experience ratings, and a reduction in customer complaints or negative feedback. Additionally, companies can conduct regular surveys or focus groups to gather feedback from both employees and customers to assess the effectiveness of their CX programs.