How can companies ensure that their employees are not only aligned with CX guidelines, but also empowered to take ownership of the customer experience and go above and beyond to exceed customer expectations?

Companies can ensure that their employees are aligned with CX guidelines by providing comprehensive training and ongoing support. This includes clearly communicating expectations, providing tools and resources for employees to succeed, and offering regular feedback and coaching. To empower employees to take ownership of the customer experience and exceed expectations, companies should foster a culture of customer-centricity, encourage autonomy and decision-making at the frontline level, and recognize and reward employees for going above and beyond. Additionally, creating a feedback loop where employees can share insights and suggestions for improving the customer experience can help drive continuous improvement and innovation.