How can organizations measure the ROI of investing in employee training on digital tools for CX initiatives, and what metrics should be considered to determine the success of the training programs?

Organizations can measure the ROI of investing in employee training on digital tools for CX initiatives by tracking key metrics such as customer satisfaction scores, customer retention rates, and average resolution times. They can also look at the increase in sales or revenue generated as a result of improved customer experience. Additionally, organizations can analyze employee productivity and efficiency post-training to gauge the impact on overall business performance. Overall, success of the training programs can be determined by a combination of these metrics to assess the return on investment in employee training for CX initiatives.