How can companies ensure that CX ambassadors maintain a genuine emotional connection with customers in a remote setting, rather than relying on scripted responses or automated interactions?

Companies can ensure that CX ambassadors maintain a genuine emotional connection with customers in a remote setting by providing ongoing training and coaching to help them develop empathy and active listening skills. Encouraging ambassadors to personalize interactions and share personal stories can also help build authentic connections. Additionally, creating opportunities for ambassadors to engage in virtual events or activities with customers can foster a sense of community and connection. Finally, regularly soliciting feedback from customers and ambassadors can help identify areas where genuine emotional connections may be lacking and allow for adjustments to be made.