How can a company measure the effectiveness of their training programs in developing employees' empathy, communication skills, and customer-centric mindset to ensure they are excelling as CX ambassadors?

A company can measure the effectiveness of their training programs by implementing pre- and post-training assessments to gauge improvements in empathy, communication skills, and customer-centric mindset. They can also track key performance indicators related to customer satisfaction, retention rates, and feedback received from customers. Additionally, conducting regular surveys or focus groups with employees to gather their perspectives on how the training has impacted their ability to excel as CX ambassadors can provide valuable insights. Lastly, observing employees' interactions with customers in real-world scenarios can offer concrete evidence of how well they are applying the skills learned in training.