How can a CX ambassador effectively balance the need for empathy and understanding with the need to enforce company policies and procedures in order to maintain a positive customer experience?

A CX ambassador can effectively balance empathy and understanding with enforcing company policies by first actively listening to the customer's concerns and showing genuine care. They can then explain company policies and procedures in a clear and empathetic manner, demonstrating an understanding of the customer's perspective. Finally, they can work with the customer to find a solution that aligns with both company guidelines and the customer's needs, ensuring a positive experience while upholding business standards.