How can companies effectively measure the success of their long-term CX programs in meeting the evolving needs and expectations of both customers and employees?

Companies can effectively measure the success of their long-term CX programs by regularly collecting feedback from customers and employees through surveys, focus groups, and interviews. They can also track key performance indicators such as customer satisfaction scores, employee engagement levels, and retention rates. Additionally, companies can analyze trends in customer behavior and employee feedback to identify areas for improvement and make necessary adjustments to their CX programs. It is crucial for companies to continuously monitor and evaluate the impact of their CX programs on both customers and employees to ensure they are meeting evolving needs and expectations.