How can CX ambassadors effectively balance empathy and emotional intelligence with maintaining professionalism in their interactions with customers?

CX ambassadors can balance empathy and emotional intelligence with professionalism by actively listening to customers' concerns, acknowledging their emotions, and validating their feelings while also maintaining a calm and composed demeanor. They should strive to understand the customer's perspective, show genuine care and concern, and offer solutions that address both the emotional and practical aspects of the situation. By demonstrating empathy and emotional intelligence in a respectful and professional manner, CX ambassadors can build trust and rapport with customers while effectively resolving issues.