How can companies effectively balance the empowerment of their employees to become exceptional CX ambassadors with the need to maintain consistent brand messaging and standards across all customer interactions?

Companies can effectively balance empowering employees to become CX ambassadors while maintaining consistent brand messaging by providing clear guidelines and training on brand values and messaging. They can also empower employees by giving them the autonomy to make decisions within those guidelines. Regular communication and feedback loops can help ensure that employees understand the brand standards and can provide input on how to improve customer interactions while staying aligned with the brand. Additionally, using technology and tools to monitor and track customer interactions can help ensure consistency across all touchpoints.