How can companies effectively empower their employees to enhance the customer experience, and what role does leadership play in ensuring the success of these initiatives?

Companies can empower their employees to enhance the customer experience by providing training, tools, and resources to help them better understand and meet customer needs. Leadership plays a crucial role in ensuring the success of these initiatives by setting clear expectations, providing guidance and support, and fostering a culture of customer-centricity. Effective communication, recognition, and feedback are also key factors in empowering employees to deliver exceptional customer service.