How can organizations strike a balance between empowering employees to make autonomous decisions and maintaining consistency in customer service standards to ensure long-term success in customer-centricity?

Organizations can strike a balance by clearly defining guidelines and boundaries within which employees can make autonomous decisions. Providing training and ongoing support to ensure employees have the necessary skills and knowledge to make informed decisions is crucial. Regular feedback and communication channels can help monitor and adjust the balance between autonomy and consistency. Ultimately, a culture of trust, accountability, and continuous improvement will help organizations maintain high customer service standards while empowering employees to make decisions that benefit both customers and the organization in the long term.