How can companies ensure that their CX ambassadors are effectively leveraging their own unique personalities to create genuine connections with customers, while still maintaining a strong alignment with the company's overall brand identity and messaging?

Companies can ensure that their CX ambassadors effectively leverage their unique personalities by providing training and guidelines that allow for individual expression within the framework of the brand identity. Encouraging authenticity and personalization in customer interactions can help ambassadors create genuine connections. Regular feedback and monitoring can help ensure that ambassadors strike a balance between showcasing their personalities and staying aligned with the company's messaging. Collaboration between ambassadors and the marketing team can also help ensure consistency in brand identity while allowing for personalization in customer interactions.