How can companies effectively measure the success of their efforts to improve understanding and collaboration between different CX-related roles, and what key metrics should be used to evaluate the impact of these strategies on overall organizational performance and customer satisfaction?

Companies can measure the success of their efforts to improve understanding and collaboration between different CX-related roles by tracking key metrics such as employee engagement, customer satisfaction scores, and net promoter scores. Additionally, they can assess the impact of these strategies on overall organizational performance by monitoring metrics like customer retention rates, average handling time, and first contact resolution rates. By regularly analyzing these metrics and soliciting feedback from employees and customers, companies can gauge the effectiveness of their initiatives and make data-driven decisions to further enhance collaboration and improve customer experience.