How can companies ensure that empathy is ingrained in their customer experience teams' culture, rather than just a superficial quality displayed during interactions with customers?

Companies can ensure empathy is ingrained in their customer experience teams' culture by prioritizing empathy in their hiring process, providing ongoing training and development focused on empathy, fostering a supportive and inclusive work environment that values empathy, and leading by example through demonstrating empathy at all levels of the organization. By consistently reinforcing the importance of empathy in all aspects of the business, companies can ensure it becomes a core value that guides interactions with customers, rather than just a surface-level quality.