How can companies ensure that their employees are truly embodying the customer experience values in their daily interactions, beyond just meeting KPIs and metrics?

Companies can ensure that their employees are truly embodying customer experience values by fostering a customer-centric culture through training, coaching, and recognition programs. It is important to set clear expectations and provide regular feedback to employees on their customer interactions. Encouraging open communication and empowering employees to make decisions that prioritize the customer's needs can also help ensure that they are embodying the desired values. Additionally, incorporating customer feedback and insights into training and development programs can help employees better understand and connect with the customer experience values.