How can companies ensure that frontline employees feel empowered and supported in their role as key contributors to improving customer experience, beyond just offering incentives and rewards?

Companies can ensure that frontline employees feel empowered and supported by providing them with clear communication and guidance on their role in improving customer experience. This includes training, coaching, and regular feedback to help them feel confident in their abilities. Additionally, companies can empower frontline employees by giving them autonomy to make decisions and solve customer problems on their own. Finally, creating a positive and inclusive work culture that values and recognizes the contributions of frontline employees can also help them feel supported in their role.