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 silos are the biggest internal barrier to digital transformation.
But while organizations seem aware of the negative influence internal structures can have on digital products and services, many are struggling to establish a legacy of the right structures and processes they need to transform customer experiences.
https://www.cmswire.com/customer-experience/pave-the-way-to-better-customer-experience-by-dismantling-internal-silos/
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