How can leaders effectively empower frontline employees to take ownership of customer interactions and go above and beyond in delivering exceptional customer experiences, while also ensuring consistency and alignment with the organization's customer experience strategy?

Leaders can empower frontline employees by providing clear expectations, training, and support to handle customer interactions autonomously. They should encourage and recognize employees who demonstrate initiative and exceed customer expectations. It is essential to communicate the organization's customer experience strategy clearly and consistently to ensure alignment and consistency in customer interactions. Regular feedback, coaching, and monitoring can help leaders ensure that frontline employees are delivering exceptional customer experiences while staying true to the organization's vision.