How can companies ensure that empathy is not just a buzzword within their customer experience teams, but a genuine mindset that is ingrained in the company culture?

Companies can ensure that empathy is not just a buzzword within their customer experience teams by incorporating empathy training into their onboarding process and ongoing professional development. They can also lead by example by demonstrating empathy in their own interactions with customers and employees. Additionally, companies can create a feedback loop where employees are encouraged to share their experiences and suggestions for improving empathy within the organization. Finally, integrating empathy into key performance indicators and recognizing and rewarding employees who demonstrate empathy can help reinforce its importance in the company culture.