You can't disconnect front-end experiences from the people, processes, and technologies that support them. Silos are particularly detrimental, as legacy systems and new technologies are implemented across the enterprise, further exacerbating divisions.
In today's digital world, seamless integration of the front, middle and back offices is critical to optimizing customer and employee experiences. It's symptomatic of the dreaded organizational silo. We hear this type of feedback constantly, as organizations struggle to deliver experiences that today's employees and customers expect. They need to simplify.' – Juan (insurance account executive) “Service and operations teams over-complicate by focusing on every exception instead of looking at the commonalities. I need them to better manage my expectations.' - Dan (banker, financial services) “When I enter a service ticket, I have no idea where it goes or when I can expect a response. I need better transparency.' – Jeanette (financial services, banking services) “I wonder if service teams understand the impact of these delays on us and our clients. A powerful approach to driving holistic change across the organization
