How can companies ensure that their employees are consistently aligned with the customer experience strategy and what steps can be taken to maintain this alignment over time?

Companies can ensure that their employees are consistently aligned with the customer experience strategy by clearly communicating the strategy to all employees, providing training and resources to help them understand and implement it, and regularly monitoring and measuring their performance against the strategy. To maintain this alignment over time, companies can also incorporate customer feedback into employee evaluations, offer incentives for meeting customer experience goals, and foster a culture of customer-centricity through leadership examples and recognition of employees who excel in delivering exceptional customer experiences. Regular communication, training, feedback, and incentives are key to keeping employees aligned with the customer experience strategy.