In a digital-first world, where the customer is at the center, everyone sells a service.
The challenge is how to orchestrate the full power of your organization so it can best serve the customer. Most organizations operate in rigid silos, with lots of bureaucracy, making collaboration hard. It’s a bit like watching a really bad 4 x 100-meter relay team where everyone is a great sprinter, but no one can pass the baton.
Creating one team aligned around the customer requires employees to be better empowered. They naturally need the right tools to collaborate and share information. This is the era of the augmented employee, who continually adopts new digital tools to raise their customer-facing performance. However, the need is greater than tools. Customer-facing employees also need better training to be more empathetic than before, ask better questions, and be better listeners and storytellers.