How can companies effectively measure the ROI of customer experience improvement initiatives, and what role does employee engagement play in ensuring the success of these strategies?

Companies can measure the ROI of customer experience improvement initiatives by tracking metrics such as customer satisfaction scores, retention rates, and repeat purchases. Employee engagement plays a crucial role in the success of these strategies as engaged employees are more likely to deliver exceptional customer service, leading to higher customer satisfaction and loyalty. Engaged employees are also more motivated to actively participate in customer experience improvement initiatives, driving better results and ultimately impacting the ROI positively.