How can companies effectively align their customer experience initiatives with their overall business objectives, and what role does leadership play in ensuring a successful integration of CX into the company culture?

Companies can effectively align their customer experience initiatives with their overall business objectives by first clearly defining their goals and understanding the needs and preferences of their customers. Leadership plays a crucial role in ensuring a successful integration of CX into the company culture by setting a clear vision, providing the necessary resources and support, and leading by example. By fostering a customer-centric mindset throughout the organization, leaders can help employees understand the importance of delivering exceptional customer experiences that ultimately drive business success.