How can companies measure the success of their efforts in driving both customer satisfaction and employee engagement through the implementation of CX guidelines, and what key metrics should they be tracking to ensure continuous improvement?

Companies can measure the success of their efforts in driving customer satisfaction and employee engagement through the implementation of CX guidelines by tracking key metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Employee Engagement Score, and Customer Effort Score (CES). These metrics can provide insights into the overall satisfaction levels of both customers and employees, as well as identify areas for improvement. By regularly monitoring these metrics and analyzing the data, companies can ensure continuous improvement in their CX efforts and create a positive feedback loop that benefits both customers and employees.