How can companies ensure that their employees are consistently demonstrating customer-centric behaviors and attitudes, and what role does leadership play in fostering a culture of empowerment and alignment with the company's CX strategy?

Companies can ensure that their employees consistently demonstrate customer-centric behaviors and attitudes by providing ongoing training, feedback, and recognition for customer-focused actions. Leadership plays a crucial role in fostering a culture of empowerment by setting the example, communicating the importance of customer-centricity, and empowering employees to make decisions that prioritize the customer experience. When leadership aligns with the company's CX strategy and values, it creates a sense of purpose and direction for employees, leading to a more customer-centric culture.