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    ARE YOUR CX INITIATIVES OPERATING IN A SILO?

    Jul 21, 2021 4 minutes

    For some time, analysts like Gartner, Forrester, and IDC have been reporting on the big hole that businesses fall into, when CX strategies are not aligned with the customer communications that happen as part of everyday business.

    We all know that everyone supports the idea that customer experience is a critical business driver. Everyone signs up to the supporting KPIs.

    Unfortunately, it is often the underlying business structure that gets in the way of CX strategies being delivered to their full potential.

    The example I am referring to in this article is where digital and CX teams are

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