How can companies ensure that their employees feel empowered to take initiative and make decisions that will positively impact the customer experience, while still aligning with company values and goals?

Companies can ensure that their employees feel empowered by providing clear guidelines and expectations for decision-making, offering training and support to build skills and confidence, and fostering a culture of trust and open communication. By aligning company values and goals with the empowerment of employees, organizations can create a shared vision that motivates and guides decision-making. Regular feedback and recognition for employees who take initiative and make positive impacts on the customer experience can also reinforce the importance of empowerment within the company.