How can a CX-focused organization effectively balance the desire for innovation and risk-taking with the need to maintain consistency and reliability in customer experience delivery?

A CX-focused organization can effectively balance the desire for innovation and risk-taking with the need to maintain consistency and reliability in customer experience delivery by implementing a structured innovation process that includes testing and validation before full implementation. They can also establish clear guidelines and standards for customer experience delivery to ensure consistency across all touchpoints. Additionally, regular communication and feedback loops with customers can help identify areas for improvement while maintaining a reliable experience. Finally, investing in employee training and empowerment can help ensure that innovation and risk-taking are aligned with the organization's overall customer experience strategy.