The Experience Edge Why Your CX Feels Broken (and How Journey Orchestration Fixes It) - Reflections Ep. 1
Aug 1, 2025
Discover why dismantling silos isn’t the key to improving customer experience. Explore the concept of journey orchestration, emphasizing collaboration across departments instead of division. Learn how a lack of coordination leads to fragmented experiences that customers notice. Uncover the three pillars of Journey Orchestration and how appointing journey owners can unlock value. Draw insights from major players like UBS and Wells Fargo on successfully scaling customer experience transformations.
AI Snips
Chapters
Transcript
Episode notes
Orchestrate Across Silos, Don't Break
- Silos are not the enemy in customer experience; working across them is necessary.
- The key is orchestrating coordination across silos rather than breaking them.
Silo Inconsistency Frustrates Customers
- Alison Landers explains inconsistencies in opening different bank products frustrate customers.
- She advocates getting all experience owners together to improve how they collectively show up.
Silos Are Reality, Coordination Is Key
- Silos are a reality that CX teams must work across, not break.
- Lack of coordination causes the fractured and confusing customer experiences customers immediately notice.