How can companies ensure that their employees are actively engaged in the continuous improvement of customer experience, and what strategies can be implemented to foster a customer-centric culture within the organization?

Companies can ensure that their employees are actively engaged in the continuous improvement of customer experience by clearly communicating the importance of customer satisfaction and involving employees in decision-making processes. Strategies to foster a customer-centric culture within the organization include providing regular training on customer service skills, setting clear customer service goals and metrics for employees to track their progress, and recognizing and rewarding employees who demonstrate exceptional customer service. Additionally, creating a feedback loop where employees can share their insights and suggestions for improving customer experience can help drive a culture of continuous improvement.