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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. 

Loyalty
19th Aug 2019

Why your company isn't structured for CX

by
Neil Davey
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Structure
Engagement
27th Aug 2019

How to tackle the operational silos that damage CX

by
Chris Ward
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Football 2
Engagement
2nd Sep 2019

How to prevent hierarchical silos from harming CX

by
Chris Ward
Gagged hierarchal silos
Engagement
9th Sep 2019

How to smash your channel silos & save your CX

by
Neil Davey
Bulldozer customer service silos
Engagement
31st Jan 2020

7 surprising company silos harming your CX

by
Lynn Hunsaker
Company silos customer experience
Engagement
23rd Jan 2017

CX transformation: Teaching the elephant to fly

by
Chris Ward
transformation
Technology
26th Jan 2017

Chief digital officer: Vital to CX transformation?

by
Robert Allen
Leader spanner
Technology
30th Jan 2017

An operating model for the digital enterprise?

by
Lee Bryant
Hammer wall
Management
12th Mar 2021

How to hire staff that fit your customer culture

by
Jo Geraghty
Halo brand reputation
Technology
6th Feb 2017

How can chief marketing technologists support CX?

by
Neil Davey
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Robot businessman
Engagement
15th Sep 2021

How can a customer room solve siloed thinking?

by
Jeanne Bliss
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Siloed thinking
Management
13th Feb 2017

Zappos: Is holacracy the ideal structure for CX?

by
Chris Ward
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Paper chain
Engagement
16th Feb 2017

How to identify the best structure for customers

by
Adrian Swinscoe
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Structure
Engagement
20th Feb 2017

Are you ready for a chief customer officer?

by
Neil Davey
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Cliff

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Why your customer feedback data isn't actionable

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2nd Aug 2022

Sony & Adidas named amongst service list of shame

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Rhys Fisher
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Latest resources

Webinar
How to use AI to anticipate, advise and improve experiences
Whitepaper
AI in the contact centre: pitfalls to avoid
Guide
Designing a world-class CX approach
Research
The health of the contact centre
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