Smashing Silos: The Real Work Behind Joined-Up CX with Obi Santos

In this episode of Inspiring Women in CX, Clare Muscutt speaks with Obi Santos, a passionate CX leader and cross-functional change agent, about one of the biggest challenges facing customer experience professionals today: silos.

Obi shares her perspective on why, despite all the talk about alignment and collaboration, silos still persist—and what it really takes to overcome them.

Together, Clare and Obi explore:

• Why silos are so hard to break—and why they’re still everywhere
  
  
• What actually works when it comes to uniting data, teams, and processes
  
  
• The common traps that derail CX collaboration
  
  
• One powerful change that could help organisations truly deliver joined-up experiences
  
  

Obi also reflects on her personal journey, a challenge she’s overcome, and how being part of a community has helped her grow both personally and professionally.

If you’re tired of CX efforts that feel disconnected and want to create real impact, this episode is for you.