How can organizations ensure that their employees are not only championing the customer experience but also actively seeking out opportunities to innovate and enhance the overall customer journey?

Organizations can ensure that their employees are championing the customer experience and seeking out opportunities to innovate by fostering a customer-centric culture that values and prioritizes customer satisfaction. Providing training and resources to employees on customer service best practices and innovation techniques can also help in empowering them to enhance the customer journey. Encouraging open communication and feedback channels between employees and customers can further drive innovation and continuous improvement in the customer experience. Additionally, recognizing and rewarding employees for their contributions to enhancing the customer journey can motivate them to actively seek out opportunities for innovation.