How can CX professionals utilize emotional intelligence to effectively navigate challenging customer interactions and turn potential negative experiences into positive ones?

CX professionals can utilize emotional intelligence by actively listening to customers, empathizing with their concerns, and regulating their own emotions during challenging interactions. By understanding the customer's emotions and addressing their underlying needs, CX professionals can de-escalate the situation and find mutually beneficial solutions. This approach helps build trust and rapport, ultimately turning potential negative experiences into positive ones and enhancing overall customer satisfaction.