How can organizations ensure that their innovative approaches in empowering employees to champion the customer experience are sustainable and continue to drive a culture of exceptional service in the long term?

Organizations can ensure the sustainability of their innovative approaches by consistently reinforcing the importance of customer-centric values and behaviors throughout the company. This can be achieved through ongoing training, communication, and recognition programs that reinforce the desired behaviors. Additionally, organizations should regularly solicit feedback from employees and customers to identify areas for improvement and make necessary adjustments to their approach. Finally, leadership must demonstrate a commitment to prioritizing the customer experience by actively participating in and supporting initiatives that empower employees to champion exceptional service.