Tag Archives: cx data silos

Pave the Way to Better Customer Experience by Dismantling Internal Silos

Pave the Way to Better Customer Experience by Dismantling Internal Silos

We need to talk about silos. Recent research by my firm shows that more than two thirds of digital managers (68 percent) believe their organization’s internal structures are having a negative influence on the business’s ability to deliver effective customer journeys.  In another study, 42 percent of executives agreed that

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How DataOps Remove Analytics Silos and Increase Value

How DataOps Remove Analytics Silos and Increase Value

Silos appear on farms, but they also appear in businesses in the form of data silos scattered among different departments.  Managers now recognize the urgent need to remove data silos, because a holistic understanding of the data flow within a business is crucial for optimizing the customer experience.

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Stop Operating in the Dark: Remove Departmental Blinders for Better CX

Stop Operating in the Dark: Remove Departmental Blinders for Better CX

Breaking organizations into teams that focus on specific lines of business is one of the core ways we all organize information and knowledge in order to create products, services and great customer experiences. Beyond emerging startups, it’s difficult to find examples of companies that don’t departmentalize.

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The Path to Customer-Centricity Lies in Dismantling Data Silos

The Path to Customer-Centricity Lies in Dismantling Data Silos

"Silos build the wall in people’s minds and tie the knots in their hearts ― Pearl Zhu, "IT Innovation: Reinvent IT for the Digital Age" In 2001 I co-authored a book, "Building the Customer-Centric Enterprise," which was built around a single definitional tenant: Customer Relationship Management (CRM)

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