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Silos are the root cause of your customer experience challenges
Published
From Customer Experience Magazine
The latest Institute of Customer Service UK Customer Satisfaction Index (UKCSI) found customer satisfaction is now at a 14-year low. In the United States, it’s a similar story with the Forrester Customer Experience Index also sitting at an all-time low. The irony is that CX technology investments have never been higher.
In a recent article in CXM UK, TTEC Digital’s Todd Tierney explains why silos are the root cause of these CX challenges and how businesses can leverage change management practices to bridge the customer experience gap.
“Change management provides a structured approach to transitioning teams from their current siloed state to a more integrated future. By engaging stakeholders, communicating effectively between departments, and aligning strategies with customer needs, change management can unify internal efforts and optimize the overall customer experience.”Todd Tierney, Director of Strategy & Operations, TTEC Digital