How can companies ensure that the improvements in their employees' CX competency are sustained over time to continue positively impacting overall customer satisfaction and loyalty?

Companies can ensure that improvements in their employees' CX competency are sustained over time by providing ongoing training and development opportunities. Regular feedback and coaching sessions can help employees continue to improve their skills and knowledge. Implementing a rewards and recognition program can also motivate employees to consistently deliver exceptional customer experiences. Additionally, creating a customer-centric culture within the organization can help reinforce the importance of CX competency and encourage employees to prioritize customer satisfaction and loyalty in their daily interactions.