How can organizations ensure that the learnings from training sessions for CX ambassadors are effectively applied in real-life customer interactions, and what strategies can be implemented to reinforce and sustain the development of empathy and active listening skills over time?

Organizations can ensure that the learnings from training sessions for CX ambassadors are effectively applied in real-life customer interactions by providing ongoing coaching and feedback, incorporating role-playing exercises to practice skills, and setting clear expectations for behavior. To reinforce and sustain the development of empathy and active listening skills over time, organizations can implement regular refresher training sessions, create opportunities for ambassadors to share success stories and challenges with their peers, and recognize and reward employees who demonstrate exceptional empathy and active listening in customer interactions. Additionally, incorporating empathy and active listening as core values in the organization's culture can help embed these skills into daily practices.