How can companies measure the effectiveness of incorporating real-world scenarios and role-playing exercises into intercultural training programs for the CX department in improving employees' intercultural competence and customer interactions?

Companies can measure the effectiveness of incorporating real-world scenarios and role-playing exercises into intercultural training programs for the CX department by conducting pre- and post-training assessments to gauge employees' intercultural competence growth. They can also track customer feedback and satisfaction levels before and after the training to see if there are improvements in customer interactions. Additionally, companies can observe employees' behavior and performance in real-world situations to see if they are applying the skills learned during the training. Regular feedback sessions with employees can also provide valuable insights into the impact of the training on their intercultural competence and customer interactions.