"In what ways can leaders inspire and empower employees to become champions of customer experience, beyond just tracking metrics and gathering feedback?"

Leaders can inspire and empower employees by setting a clear vision and purpose for delivering exceptional customer experiences. They can provide training and resources to help employees develop the skills and knowledge needed to exceed customer expectations. Leaders should also recognize and reward employees who consistently go above and beyond to create positive customer interactions, fostering a culture of excellence and customer-centricity within the organization. Additionally, leaders can empower employees by giving them autonomy and decision-making authority to solve customer problems in real-time, demonstrating trust and confidence in their abilities to deliver outstanding service.