Is this ** the ** skill CCOs need in 2017 and beyond?
I talk with Curtis Kopf in this episode. Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience.
Cross-functional teams can sound like a business buzzword, but they’re actually very important for effective customer experience work getting done. How do you make that happen, though?
What qualities does it take to be a head of customer experience or CCO? And if you’re looking to hire one, what do you need? Jeanne Bliss explains.
Silos need to make cross-functional collaboration a part of all they do to ensure that the handoffs across the organization are executed for optimum customer interactions. As a leader, you’ll need to ask the questions constantly about whether people are engaging in this important collaboration. The accountability forum that highlights these issues is the customer room, which brings the organization together to think “experience” rather than “my silo.”
Silo dysfunction is the inability or lack of collaboration inside the corporate machine to link together what it does for and to the customer. Customers are lost in the handoffs between your departments and you lose sight of them when they fall in the cracks between the silos. One of the hardest skills will be for the company to learn how to work cross-functionally.