Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
Smashing Silos: The Real Work Behind Joined-Up CX with Obi Santos
In this episode of Inspiring Women in CX, Clare Muscutt speaks with Obi Santos, a passionate CX leader and cross-functional change agent, about one of the biggest challenges facing customer experience professionals today: silos.
Obi shares her perspective on why, despite all the talk about alignment and collaboration, silos still persist—and what it really takes to overcome them.
Clare Muscutt talks with Lynn Hunsaker about ‘smoothing the silos’ and the path to influencing customer focus in your organisation.
“Anytime you have a silo that is dysfunctional, it's costly, it causes churn, grief, and a lot of confusion and extra worry… If you want to solve organisational silos, then take a look at vision, assumptions, goals, metrics, and handoffs as the pathway to it.”