How can CX ambassadors effectively balance the need to follow company policies and procedures with the flexibility required to provide personalized and empathetic customer service in challenging situations?

CX ambassadors can effectively balance the need to follow company policies and procedures while providing personalized and empathetic customer service by having a thorough understanding of both. They should be trained on company guidelines and empowered to make decisions within those boundaries. Regular communication and feedback from management can help ambassadors navigate challenging situations while staying compliant. Additionally, having a strong foundation of empathy and emotional intelligence can help ambassadors tailor their responses to each customer while still adhering to company standards.