How can companies ensure that their employees are not only engaged with CX initiatives, but also truly embodying a customer-centric mindset in their day-to-day interactions with customers?

Companies can ensure that their employees are engaged with CX initiatives and embody a customer-centric mindset by providing ongoing training and development opportunities that focus on customer service skills. It is important to communicate the company's values and expectations regarding customer service to all employees, and to recognize and reward those who consistently demonstrate a customer-centric approach. Additionally, creating a culture that prioritizes customer satisfaction and encourages open communication between employees and customers can help foster a customer-centric mindset throughout the organization.