In today’s connected world, brands commonly experience a range of issues in the setup of their customer teams: siloed working, a lack of effective collaboration between marketing and sales, inconsistencies between online and offline, poorly informed service staff. This happens because teams are setup based on products and channels rather than the customer. If you experience some of all of these problems in your current CX teams, then you need to make sure that you are organised around our customers rather than internal business concepts. Research makes it clear that building professional, integrated CX teams is the single most important action that a brand can take to becoming more customer centric, and more effective at engaging and selling to customers.
