How can CX ambassadors effectively balance empathy and emotional intelligence in high-stress or challenging customer interactions to ensure a positive outcome?

CX ambassadors can effectively balance empathy and emotional intelligence in high-stress or challenging customer interactions by actively listening to the customer's concerns and validating their emotions. They should strive to understand the customer's perspective and show genuine concern for their well-being. By remaining calm and composed, CX ambassadors can help de-escalate the situation and guide the customer towards a positive resolution. It is important for CX ambassadors to practice self-awareness and regulate their own emotions in order to respond thoughtfully and empathetically to the customer's needs.