How can organizations effectively train and empower CX-relevant roles to enhance their empathy and understanding skills, and what role does leadership play in fostering a culture of empathy within the customer experience team?

Organizations can effectively train and empower CX-relevant roles by providing ongoing training programs focused on empathy and understanding skills, incorporating real-life scenarios and role-playing exercises. Leadership plays a crucial role in fostering a culture of empathy within the customer experience team by setting a positive example, actively listening to team members, and providing support and resources for continuous improvement. By emphasizing the importance of empathy and understanding in customer interactions, leaders can create a more empathetic and customer-centric culture within the organization.