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. 

Building blocks
14th Nov 2016
1

Why your company isn't structured for CX

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...
Breaking wall
17th Nov 2016
2

How to tackle the operational silos that damage CX

It’s a cautionary tale. 14th November 1999, and audience members in the Venetian ballroom at the Sands Expo and Convention Centre in Las...
Engaged employee
21st Nov 2016
0

How to prevent hierarchical silos from harming CX

In the whitepaper Why Silos Damage Customer Experience , service design leader, Amy Scott describes hierarchical silos as follows: “When...
Walls
24th Nov 2016
0

How to smash your channel silos & save your CX

As the number of channels used by customers has proliferated, so organisations have felt the pressure to keep in step with their customers...
Wall
28th Nov 2016
0

7 surprising silos that harm customer experience

Business silos are a fact of life, with two sides to the coin: silos empower variety, specialisation and accountability – and silos damage...
Design thinking
16th Dec 2016
1

Why design thinking drives digital transformation

To address client-facing problems, design has always taken a leading role in humanising and simplifying complicated technology...
transformation
23rd Jan 2017
0

CX transformation: Teaching the elephant to fly

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...
Leader spanner
26th Jan 2017
0

Chief digital officer: Vital to CX transformation?

The digital revolution is transforming all business departments. Marketing, HR, Sales, Finance & IT all have massive opportunities and...
Hammer wall
30th Jan 2017
0

An operating model for the digital enterprise?

Last year at the IOM Summit in Cologne , I gave a talk entitled 'Defining the Operating Model for the Digital Enterprise’ that outlined...
hiring
2nd Feb 2017
0

How recruitment can support customer-centricity

What has potentially the greatest influence on your business success? You may say that depends on your industry; your instinctive response...
Robot businessman
6th Feb 2017
0

How can chief marketing technologists support CX?

With marketing budgets still rising year-on-year, and the department’s spending on technology accounting for an increasingly large...
Door key
9th Feb 2017
3

How can a customer room solve siloed thinking?

Organisational silos hamper the customer journey and impact the customer’s experience, so in order to provide optimum interactions,...
Paper chain
13th Feb 2017
2

Zappos: Is holacracy the ideal structure for CX?

Tracking the rise of holacracy means immersing yourself in the annals of philosophical thinking. Early traces can be found in the 17th...
Structure
16th Feb 2017
1

How to identify the best structure for customers

This is an updated extract from Adrian Swinscoe’s 2016 book, How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing ...
Cliff
20th Feb 2017
1

Are you ready for a chief customer officer?

While the role of chief customer officer (or equivalent) has proliferated in recent years, evidence suggests that there is still some way...