How can companies ensure that technology-enabled cross-functional collaboration is sustainable and continues to drive improvements in the overall customer experience over time?

Companies can ensure sustainable technology-enabled cross-functional collaboration by establishing clear goals and objectives that align with improving the customer experience. They should invest in ongoing training and development for employees to ensure they have the necessary skills to effectively collaborate across functions. Regularly monitoring and measuring the impact of collaboration efforts on customer experience can help identify areas for improvement and ensure continuous progress. Additionally, fostering a culture of open communication, trust, and accountability among teams can help sustain collaboration efforts over time.