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

Businesses can ensure that role-swapping initiatives are sustainable by providing proper training and support to employees to ensure they can effectively perform in their new roles. Additionally, creating a culture that values collaboration and encourages employees to work across functions can help sustain the initiative. Regular communication and feedback sessions can also help to identify any challenges and address them promptly, ensuring the success of the initiative in the long term. Finally, incorporating role-swapping as a regular part of the organization's structure and promoting the benefits it brings to both employees and customers can help drive continued collaboration and enhance the customer experience over time.