Address Silos and Transform Customer Experience

The concept of transformation has been center stage for
businesses around the world for some time now, but taking a
moment to reflect on what transformation actually means could
radically change organizations seeking new life in turbulent
times. 


The specter of a looming recession makes the notion of
transformation even more enticing — and terrifying — to many
business leaders now — especially customer experience leaders.
But how do they go about analyzing where silos are blocking
transformation, harming customer experience and leaving
organizations in a perpetually “frozen” state?


Hank Brigman, senior vice president practice lead
for Service Journey Strategies, helps shine some light on
the most challenging aspects of customer experience
transformation and discusses the inevitable and painful
consequences of non-action.