How can we achieve seamless experiences when we don’t have seamless organizations?
Before we get to argue for this real customer need of seamless experiences we have to resolve the lack of our seamless organizations.
How can any digital transformation take hold within the organization when there is such a serious lack of customer-centricity?
Business units stay locked in silo’s, being measured by how they perform their tasks, they continue to build their individual business case, often over the detriment of others.
They continue to fall into the trap still, they are internally competing for scarce resource and capital and no one actually resolves this, they relish it! There is this accepted practice to push constantly on the need to invest in the front-and-back-end solutions when they lack this understanding of the customer journey, and in so doing totally filter out part of the customer expectations, preferences and values, if they do not fit their task at hand for them, as the company providing the product or service.
They fail to recognize that today, the decision is in the hands of the customer, not theirs. Can they continue to ignore knowing everything they should need to know about the customer? Continue reading