How can companies measure the ROI of intercultural training in the CX department, and what key metrics should they track to assess the impact on employee performance and customer satisfaction?

Companies can measure the ROI of intercultural training in the CX department by tracking key metrics such as employee engagement, customer satisfaction scores, employee turnover rates, and customer retention rates. They can also conduct surveys before and after training to gauge changes in employee attitudes and behavior towards customers from different cultural backgrounds. By analyzing these metrics, companies can assess the impact of intercultural training on employee performance and customer satisfaction, ultimately determining the effectiveness and return on investment of the training program.