cascading collaboration

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Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration

By | 2018-11-18T04:21:16+00:00 March 29th, 2018|Categories: Organizational Adoption of CX|Tags: , , , , , |

People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization in ways that are becoming increasingly fatal. I won’t spend an inordinate [...]

Bad News for CEOs: You can’t compete your way to superior customer experience

By | 2018-03-25T09:22:45+00:00 March 22nd, 2018|Categories: Organizational Adoption of CX|Tags: , , , , |

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. CX is not like a sales methodology, or a new technology. CX is not a tool; it is a creed, a creed that McKinsey asserts “...require organizations to make cultural changes and [...]