How can companies ensure that employees from all levels of the organization are actively involved and engaged in customer experience initiatives, rather than just those in customer-facing roles?

Companies can ensure that employees from all levels of the organization are actively involved in customer experience initiatives by providing training and education on the importance of customer experience to all employees. They can also create cross-functional teams that include members from different departments to work on customer experience projects. Additionally, companies can establish clear communication channels for sharing customer feedback and insights across the organization to involve all employees in understanding customer needs and expectations. Finally, recognizing and rewarding employees who contribute to improving customer experience can help motivate and engage employees at all levels of the organization.