How can businesses ensure that their customer experience initiatives align with their overall company goals and values, and what role does effective communication play in successfully implementing and maintaining a customer-centric approach?

Businesses can ensure that their customer experience initiatives align with their overall company goals and values by clearly defining their objectives and ensuring that customer experience strategies are in line with these goals. Effective communication plays a crucial role in successfully implementing and maintaining a customer-centric approach by ensuring that all employees understand the company's values and goals, and are equipped to deliver a consistent and positive customer experience. Regular communication with customers to gather feedback and understand their needs is also essential for maintaining a customer-centric approach.