Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart. We delve into actionable advice for fostering a culture where employees are encouraged to voice concerns and suggest improvements, ultimately paving the way for a customer journey that's as smooth as it is compliant. Get ready to equip your team with the tools they need to excel in this challenging yet rewarding aspect of customer experience leadership.Resources Mentioned:Experience Investigators Website -- experienceinvestigators.comLearn more about CXI Flight School™ -- cxiflightschool.comWatch the video version of this episode on YouTube -- youtube.com/@jeanniewaltersWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)