How can companies measure the effectiveness of their intercultural training programs for their CX department in order to ensure that employees are successfully applying their knowledge and skills in real-world customer interactions with diverse cultural backgrounds?

Companies can measure the effectiveness of their intercultural training programs for their CX department by conducting pre- and post-training assessments to gauge employees' knowledge and skills improvement. They can also analyze customer feedback and satisfaction scores to see if there is a positive impact on customer interactions. Additionally, companies can track key performance indicators such as resolution times, customer retention rates, and repeat business from diverse cultural backgrounds to measure the success of the training program. Regular follow-up sessions and surveys with employees can provide insights into how well they are applying their knowledge and skills in real-world customer interactions.