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.
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Episode notes
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.
CX Leaders Need Seat at Table
- CX leaders must have a seat at the table with product leads to drive necessary organizational change.
- Changing employee behavior to improve CX is challenging but critical for success.
Customers Expect Seamless Experience
- Customers don’t care about company silos; they care if the experience works seamlessly.
- Disconnected product communications burn trust and confuse customers, damaging relationships.