How can companies balance the need for data-driven decisions based on customer feedback with the importance of empowering employees to use their own judgment and discretion to exceed customer expectations in the rapidly changing customer experience landscape?

Companies can balance the need for data-driven decisions by utilizing customer feedback to inform their strategies while also empowering employees to use their judgment and discretion to exceed customer expectations. This can be achieved by providing employees with training, tools, and support to make informed decisions that align with the company's overall goals and values. By fostering a culture that encourages employees to take ownership of customer interactions and make decisions in real-time, companies can adapt quickly to the changing customer experience landscape while still prioritizing the customer's needs and expectations.