Pave the Way to Better Customer Experience by Dismantling Internal Silos

Pave the Way to Better Customer Experience by Dismantling Internal Silos

Looking only at individual touchpoints rather than the overarching customer journey will only lead to a bumpy ride in the customer experience PHOTO:
Robson Hatsukami Morgan

We need to talk about silos.

Recent research by my firm shows that more than two thirds of digital managers (68 percent) believe their organization’s internal structures are having a negative influence on the business’s ability to deliver effective customer journeys. 

In another study, 42 percent of executives agreed that silos are the biggest internal barrier to digital transformation.

But while organizations seem aware of the negative influence internal structures can have…

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