How can companies ensure that all employees, not just those in customer-facing roles, are actively contributing to a customer-centric work culture, and what strategies can they implement to foster a sense of ownership and accountability for CX values across the entire organization?

Companies can ensure that all employees contribute to a customer-centric work culture by clearly communicating the importance of customer experience values and providing training and resources to support employees in understanding and embodying these values. Strategies to foster ownership and accountability for CX values across the organization include setting clear expectations and goals related to customer satisfaction, recognizing and rewarding employees who demonstrate customer-centric behaviors, and involving employees in decision-making processes related to customer experience initiatives. Additionally, creating a culture of continuous feedback and improvement can help employees see the direct impact of their actions on customer satisfaction and encourage them to take ownership of delivering exceptional customer experiences.