How can companies measure the success of their efforts in improving customer satisfaction through cross-functional teams working on customer experience projects, and what key performance indicators should they track to ensure they are on the right track?

Companies can measure the success of their efforts in improving customer satisfaction through cross-functional teams by tracking key performance indicators such as customer satisfaction scores, Net Promoter Score (NPS), customer retention rates, and customer feedback. These indicators can provide insights into the effectiveness of the customer experience projects and help companies identify areas for improvement. By regularly monitoring these KPIs, companies can ensure they are on the right track and make data-driven decisions to enhance customer satisfaction.