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The Conflict that Must be Solved to Optimize CX
The structural inefficiencies of silos have been the source of complaints for decades. Silos typically have a leader and their own tools, data, budget, teams and metrics— each contributing to its vertical focus. The conflict lies in the fact that our customers’ journeys traverse across silos. In other words, customers are traveling horizontally across the vertical focus of silos.
Read Time: 3 Minutes
October 10, 2022
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