How can businesses ensure that role-swapping initiatives are sustainable and continue to foster cross-functional collaboration and understanding among employees in different CX-relevant roles over the long term?

Businesses can ensure the sustainability of role-swapping initiatives by establishing clear goals and objectives for the program, providing adequate training and support for employees participating in the initiative, and regularly evaluating and adjusting the program based on feedback from participants. Additionally, creating a culture that values and encourages cross-functional collaboration and understanding can help ensure that employees continue to engage in these initiatives over the long term. Finally, recognizing and rewarding employees who actively participate in role-swapping initiatives can help reinforce the importance of collaboration and understanding across different CX-relevant roles.