How can companies ensure that empathy and emotional intelligence training leads to long-term behavior change and continuous improvement within their customer experience teams?

Companies can ensure that empathy and emotional intelligence training leads to long-term behavior change and continuous improvement within their customer experience teams by providing ongoing support and reinforcement of learned skills. This can include regular check-ins, refresher courses, and opportunities for practice and feedback. Additionally, incorporating empathy and emotional intelligence into performance evaluations and setting clear expectations for behavior can help reinforce the importance of these skills. Finally, fostering a culture that values empathy and emotional intelligence, and recognizing and rewarding employees who demonstrate these qualities, can help sustain long-term behavior change within customer experience teams.