How can companies ensure that their CX guidelines are being consistently applied across all departments and levels of the organization, rather than just being seen as a "check-the-box" exercise?

Companies can ensure consistent application of CX guidelines by integrating them into training programs, performance evaluations, and regular communications. They should also establish clear accountability measures and empower employees to provide feedback on the guidelines. Additionally, leaders should lead by example and demonstrate a commitment to prioritizing customer experience in all decision-making processes. Regular audits and assessments can help identify areas where guidelines are not being followed and provide opportunities for improvement.