How can companies ensure that the implementation of digital tools not only enhances employee efforts in improving the Customer Experience, but also aligns with the overall company strategy and goals for long-term success?

Companies can ensure that the implementation of digital tools enhances employee efforts in improving the Customer Experience and aligns with overall company strategy by clearly defining objectives and goals for the digital tools. They should involve employees in the decision-making process and provide training and support to ensure successful adoption. Regular monitoring and evaluation of the tools' impact on customer experience and alignment with company goals are crucial for long-term success. Additionally, companies should prioritize communication and collaboration between departments to ensure a cohesive approach to using digital tools for customer experience improvement.