How can companies measure the success and impact of their strategies aimed at improving understanding and collaboration between different CX-related roles, and what key metrics should they be tracking to ensure long-term positive outcomes?

Companies can measure the success of their strategies aimed at improving understanding and collaboration between different CX-related roles by tracking key metrics such as customer satisfaction scores, employee engagement levels, and cross-functional communication effectiveness. They should also monitor metrics related to customer retention, revenue growth, and time-to-resolution for customer issues to ensure long-term positive outcomes. Regularly soliciting feedback from customers, employees, and stakeholders can provide valuable insights into the effectiveness of these strategies and help identify areas for improvement. Additionally, conducting regular performance reviews and setting specific goals related to collaboration and understanding can help hold teams accountable and drive continuous improvement.