Susan Grow

Dave – maybe the question is: Have we (those of us inside organizations) separated the functions in order to manage them despite the fact that our customers view the functions as all a part of their total experience with the organization? It isn’t necessarily a “bad” thing that the functions have been separated in order to manage them, however, I think we need to be conscious of this and realize that the our customers see the whole, even though we break it down functionally.

Which gets us back to the reason may have been asking the question….what do we name or call the group(s) that need to be included in the customer experience conversations?