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

Companies can ensure that employees from all levels and departments are actively engaged in shaping the future of customer experience by fostering a culture of collaboration and open communication. This can be achieved through regular cross-functional team meetings, brainstorming sessions, and workshops where employees from different departments can share their perspectives and ideas. Providing training and development opportunities for all employees on customer experience principles and best practices can also help in ensuring that everyone is on the same page and actively contributing to improving the customer experience. Additionally, creating incentives and recognition programs for employees who actively participate in shaping the customer experience can further motivate individuals from all levels and departments to get involved.