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Dec 2016 - Insight - Doc # US42056516

Organizational Silo Busting: Collaboration Tips for Improving Customer Experience

Author: Kathleen Schaub Program Vice President, CMO Advisory & Customer Experience
Abstract

This IDC Insight discusses the impact of organizational silos on a company's customer experience mission and suggests ideas for breaking down silo walls to increase collaboration.

In the digital era, companies can no longer obtain competitive advantage without excellent customer experience. Organizational silos risk an enterprise's success — especially if they form in the critical customer-facing teams such as marketing; busting up these silos becomes one of the most important tasks of 21st century management.

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