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Silos sink your customer satisfaction. Here's what to do
Published
From CMSWire
When it comes to customer experience, every company’s North Star should be to create an effortless customer experience – one in which customers move seamlessly between channels, receive consistent service, and easily achieve their goals with the brand. So, what’s standing between most companies and this ideal state of CX? One word. Silos.
Four silos cause most CX problems: technology/data silos, organizational silos, channel silos, and CX vision silos. In this article, TTEC Digital’s Tom Lewis breaks down the reasons behind why these silos create disjointed CX and what leaders can do to remedy these problems.
“Poor customer satisfaction isn’t a problem that can be handled by customer experience or customer service departments alone. It’s a symptom of companywide issues that can only be addressed by taking a holistic, multi-department approach and breaking down the silos that create friction throughout the customer experience transformation.”Tom Lewis, Global Leader, CX Transformation, TTEC Digital