How can companies measure the ROI of intercultural training in the CX department, and what key metrics should they track to ensure its effectiveness in improving employee performance and customer interactions?

Companies can measure the ROI of intercultural training in the CX department by tracking key metrics such as customer satisfaction scores, employee retention rates, and sales performance. They can also analyze data on customer complaints related to cultural misunderstandings and employee feedback on their confidence in handling diverse customer interactions. By comparing these metrics before and after the training, companies can assess the impact of intercultural training on employee performance and customer interactions, ultimately determining its effectiveness in improving overall CX.