How can organizations effectively communicate the importance of empathy and understanding to their CX-relevant roles, and ensure that these values are consistently demonstrated in customer interactions?

Organizations can effectively communicate the importance of empathy and understanding to their CX-relevant roles by incorporating empathy training into their onboarding and ongoing training programs. They can also lead by example by demonstrating empathy and understanding in their own interactions with customers. Providing regular feedback and coaching on empathy skills can help reinforce these values in customer interactions. Additionally, organizations can incentivize and reward employees who consistently demonstrate empathy and understanding in their customer interactions.