How can companies measure the success of their customer experience strategy when incorporating real-time feedback from social media monitoring and chatbots, and what key performance indicators should they focus on to gauge their progress?

Companies can measure the success of their customer experience strategy by analyzing metrics such as customer satisfaction scores, net promoter scores, and customer retention rates. Key performance indicators to focus on include response time to customer inquiries on social media and chatbots, sentiment analysis of customer feedback, and the number of resolved issues through these channels. By tracking these KPIs, companies can gauge their progress in delivering a positive customer experience and identify areas for improvement.