How can businesses ensure that role-swapping initiatives are sustainable and continue to drive cross-functional collaboration and customer experience improvements in the long term?

Businesses can ensure that role-swapping initiatives are sustainable by providing proper training and support to employees participating in the program. They should also establish clear goals and metrics to measure the effectiveness of the initiative and provide regular feedback to participants. Additionally, creating a culture that values collaboration and encourages employees to share their experiences and learnings from the role-swapping can help ensure long-term success. Finally, incorporating role-swapping into regular performance evaluations and career development plans can help maintain momentum and drive ongoing improvements in customer experience.