Restructuring for CX success

Organisations need to be structured around the customer if they are to be truly customer-centric. But the reality is that most organisations are riddled with silos that support accountability and departmental management at the expense of the customer experience.

This series examines the silos that are harming the customer experience and how organisations can restructure to drive CX improvements. 

1
Is there a big relationship split on the cards? Is heartbreak on the horizon? Because the truth is that you and your customers have been...
2
It’s a cautionary tale. 14th November 1999, and audience members in the Venetian ballroom at the Sands Expo and Convention Centre in Las...
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In the whitepaper Why Silos Damage Customer Experience , service design leader, Amy Scott describes hierarchical silos as follows: “When...
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As the number of channels used by customers has proliferated, so organisations have felt the pressure to keep in step with their customers...
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Business silos are a fact of life, with two sides to the coin: silos empower variety, specialisation and accountability – and silos damage...
1
To address client-facing problems, design has always taken a leading role in humanising and simplifying complicated technology...
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In part one of this series, we examined the role silos play in hampering the customer experience. In the second half of the series, we will...
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The digital revolution is transforming all business departments. Marketing, HR, Sales, Finance & IT all have massive opportunities and...
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Last year at the IOM Summit in Cologne , I gave a talk entitled 'Defining the Operating Model for the Digital Enterprise’ that outlined...
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What has potentially the greatest influence on your business success? You may say that depends on your industry; your instinctive response...
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With marketing budgets still rising year-on-year, and the department’s spending on technology accounting for an increasingly large...
2
Organisational silos hamper the customer journey and impact the customer’s experience, so in order to provide optimum interactions,...
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Tracking the rise of holacracy means immersing yourself in the annals of philosophical thinking. Early traces can be found in the 17th...
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This is an updated extract from Adrian Swinscoe’s 2016 book, How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing ...
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While the role of chief customer officer (or equivalent) has proliferated in recent years, evidence suggests that there is still some way...