A 2015 study by Accenture shows that the overwhelming majority of B2B executives are either increasing their customer experience investment or at the very least maintaining it. However, the same study shows that despite the investment, fewer than 25% of organizations are actually excelling at achieving their customer experience goals. Clearly there is a long way to go.
There are many challenges an organization will face when looking to deliver customer experience and perhaps one of the biggest is that of organizational alignment. Many companies today have organizational silos, which may be effective for internal management, but poses a challenge when trying to deliver exceptional customer experience.
A recent study published by Brand Learning highlighted this issue when it showed that less than 30% of organizations include HR and IT in the development of their customer experience strategies.
So how can a company clear organizational hurdles and properly enable itself to deliver on customer experience?