Latest / The Tech Matchmaker / Why CX Transformation Fails Without Trust | Nate Brown of CX Accelerator
Transcript
- Nate Brown: I mean, if if you think about the structure of the organization, like I've I've been calling Gina: Yeah. Nate Brown: it the Great Convergence. Because it used to be you had a you know that CX team that ran the Voice of Customer program and some transformation Gina: Yeah. Nate Brown: initiatives that were customer focused. And you had the customer service team that's over here taking tickets and solving problems, and you had The marketing team that's managing strategic customer relationships and figuring out, are we defending the brand promise? What is the brand promise? Then you have the ITSM department somewhere in the basement, you know, using agentic technology and doing all these, again, case ticketing, creating, cre creating the digital ecosystem that our customers are now using for self-service capabilities. So it's like, Gina, holy crap, you know, th these conversations cannot Gina: Amazing. Nate Brown: be. Siloed anymore, the way that these organizations were structured does not lead to experience innovation or or the type of unified capabilities that have to be there for us to deliver on the promise.