How can companies ensure that the improvements in their employees' CX competency are sustainable in the long term and continue to positively impact overall customer satisfaction and loyalty?

Companies can ensure sustainability in their employees' CX competency by providing ongoing training and development opportunities to keep skills current and relevant. It is important to create a culture that values and rewards customer-centric behavior, and to regularly measure and track employee performance in this area. Additionally, companies should seek feedback from both employees and customers to identify areas for improvement and make necessary adjustments to their CX strategies. By fostering a continuous learning environment and consistently reinforcing the importance of customer satisfaction, companies can maintain high levels of employee CX competency that positively impact overall customer satisfaction and loyalty in the long term.