How can a CX ambassador go above and beyond to surprise and delight a customer who has had a negative experience with the company, turning their frustration into loyalty and advocacy?

A CX ambassador can go above and beyond by reaching out personally to apologize for the negative experience and offer a solution or compensation. They can also provide additional support or resources to address the customer's concerns and ensure their satisfaction. By following up with the customer to ensure their issue has been resolved and showing genuine empathy and understanding, the CX ambassador can turn their frustration into loyalty and advocacy. Additionally, offering a personalized gesture such as a handwritten note or small gift can further surprise and delight the customer, showing that their experience is valued and important to the company.