How can companies ensure that all departments are aligned with the customer-centric approach in order to achieve maximum success and deliver a seamless customer experience across all touchpoints?

Companies can ensure alignment with a customer-centric approach by clearly communicating the importance of customer focus to all departments. This can be done through regular training sessions, workshops, and leadership messaging. Additionally, creating cross-functional teams that include representatives from various departments can help ensure that all teams are working towards the same customer-centric goals. Implementing regular feedback mechanisms from customers can also help keep all departments aligned with the customer's needs and expectations. Finally, setting clear KPIs and performance metrics related to customer satisfaction can help drive accountability and ensure that all departments are working towards delivering a seamless customer experience across all touchpoints.