Which Came First: Connected Experiences, or Connected Teams?
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Which Came First: Connected Experiences, or Connected Teams?
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Your customers face tons of touchpoints when it comes to interacting with your brand. And, as a CX practitioner, of course you'd like that to be a nice, seamless experience from start to end. But the silos you're facing are getting in the way. The lack of collaboration is driving distance between these customer interactions. Which causes each team to buckle down on their goals and try to fix what they have control over. Which might be the very definition of a silo.
Catchin' my drift?
So we'll talk through some practical steps to both break down silos and create connected experiences. Because you kind of need both to make any progress for your customers.
This Snack features Victoria Harrell, Senior Product Marketing Manager at Medallia, dropping some great truth bombs. The episode is based on “The Executive’s Guide to Breaking Silos and Delivering Business Results."
And here are the sources for Victoria's data points:
- https://bloomfire.com/blog/cs-cost-of-poor-customer-service/
- https://www.callcentrehelper.com/counting-the-true-cost-agent-attrition-205142.htm
Still hungry?
Let us know what you think on Linkedin or by emailing snack@getmindful.com.
Hear more at getmindful.com/podcasts/
