In most companies, each silo owns its cordoned-off part of its contact with customers, but that’s it. This leads to the fractured and incongruent experiences we deliver to customers. We lose sight of them when they fall into the quicksand between the silos.
Customer quicksand is borne out of three things: motivation (the beacons people follow), metrics (how success is defined) and mechanics (the customer experience across the silos).
