“Empowerment taps into the potential of a human being to do more than what is typically defined by their job description. Empowerment allows that individual to take initiative, to show courage, and to speak up and to make things better,” writes Phil Geldart, a recognized authority in transforming organizational culture and leadership development. It is especially important in today’s digital business world, because customers expect personalized experiences. In order for organizations to offer an increasing amount of personalization, they must enable and empower their employees with the trust, knowledge, and permission to do what they know they can do—take care…