Speak to your customers, and they’ll surely give you an example of an inconvenient or clunky touchpoint with your company. Bring together stakeholders from all of the teams that influence that moment to explore how you might fix it. For now, focus on that single touchpoint and the teams and time frames needed to address it.
For example, why should customers have to call you if there is an issue? Might you be able to identify the issue and proactively engage to solve it? With the right data and processes in place, your airline could move you from a cancelled flight to an alternative before you even know it’s cancelled.
Put yourself in your customer’s shoes and imagine what they need, when, and why. Find a way of making it effortless for them to get what they need. Together with peers in other departments, go through this thought exercise about recentering processes around your customers. How can you move from the company-first practices and processes on the left to the customer-first options on the right?