Organizations are coming to grips with the reality that a key barrier to operationalizing customer centricity lies in internal silos. Insights, Analytics, Customer Experience, Strategy, and even Operations teams serve varying agendas. In fact, the more established an organization, the more functional areas were not set up for purposeful collaboration. Organizational leaders must acknowledge this and adopt a willingness to change and adapt. Beyond coalescing work streams, a chief integrator who comprehends and translates consolidated outcomes will bridge the language gaps among teams, communicate upward to decision makers, and establish an imperative that all stakeholders, no matter their charge, be grounded in the customer perspective.
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