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Customer Experience Excellence Requires Shared Communication Platforms [Infographic]

A few weeks ago, I wrote about organizational silos and their negative impact on seamless customer experiences. Apparently, I hit a raw nerve, as evidenced by a flood of responses from readers.

Since I wrote that post Smartsheet (a solution provider that helps organizations streamline information sharing both internally and externally) announced their Achieve as One Alliance and I’m honored to be a founding member of that alliance along with others like Keith Grossman, President of TIME, and Nick Sinai, former US Deputy CTO and Adjunct Faculty Member at the Harvard Kennedy School.

I am convinced that breaking down naturally occurring silos helps organizations engage team members and customers in the direction of innovation and customer value creation. Airbnb, the focus of my recently released book The Airbnb Way, is a classic example of a brand that has used tools like Smartsheet to streamline information flow as a catalyst to disruptive innovation.

I would love to talk to you about your efforts to breakdown silos and encourage streamlined information flow across your organization. Simply reach out to me here.

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Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Follow on Twitter: @josephmichelli

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