How can organizations ensure that their internal CX narratives are consistently aligned with their external brand messaging to create a seamless and authentic customer experience across all touchpoints?

Organizations can ensure alignment between internal CX narratives and external brand messaging by establishing clear communication channels between departments responsible for each. This includes regular meetings and collaboration to ensure consistency in messaging. Additionally, organizations should invest in training and development programs to ensure that all employees are well-versed in the brand message and customer experience goals. Regularly monitoring and evaluating customer feedback and adjusting internal narratives accordingly can help maintain alignment and authenticity across all touchpoints. Finally, leadership should lead by example and embody the brand values in their actions and decisions to reinforce consistency in the customer experience.