How can companies ensure that their customer experience teams are consistently practicing empathy and emotional intelligence in their interactions with customers, and what strategies can be implemented to sustain a culture of empathy and emotional intelligence over time?

Companies can ensure that their customer experience teams are consistently practicing empathy and emotional intelligence by providing ongoing training and development opportunities focused on these skills. They can also create a supportive and open work environment where team members feel comfortable expressing emotions and discussing customer interactions. To sustain a culture of empathy and emotional intelligence over time, companies can implement regular feedback sessions, encourage peer-to-peer support and collaboration, and recognize and reward team members who demonstrate these qualities in their interactions with customers. Additionally, incorporating empathy and emotional intelligence into performance evaluations and setting clear expectations for behavior can help reinforce these values within the team.