How do you coach or mentor engineers and developers in customer-centricity? Do you have a specific approach to helping them build empathy for end-users?

There isn't a straightforward answer as this involves multiple perspectives.

Engineers don't have complete control over situations. Empathy alone isn't enough; action is required. What's the value in understanding a customer's perspective if no steps are taken to address it?

Engineers are typically problem solvers, not trained like those in the hospitality industry. Their approach depends heavily on individual personality rather than formal training in customer interaction.

Corporate rules, along with regulatory, compliance, legal, and ethical considerations, impose certain constraints, meaning there will always be some limitations in place.

That's a great point but I believe it is really hard in a Corporate context. You have other stakeholders in the middle.