Alignment of senior decision-makers is key.
Darryl has led CX at a variety of companies, and his advice is both hard-earned and, frankly, joyous. I’m excited for you all to hear this interview.
Segmenting the operation into the silos may seem a manageable way to a top executive, but it’s not the way the customer sees the world. The silos need to collaborate to ensure that the handoffs across the organization are executed for optimum customer interactions.