Te esfuerzas por ofrecer una experiencia de cliente fluida. ¿Cuál es la mejor manera de comunicarse con los equipos multifuncionales?

This isn't just goals that you need to align to, when you're managing specific customers experiences you need to align on tactics. Who reaches out? When? Who does what, when?

Achieving a seamless customer experience (CX) means recognizing that the distinction between online and offline is outdated. Customers interact with brands across multiple platforms and expect consistency. Effective communication across cross-functional teams is essential, but the real key to success lies in execution. Execution hinges on well-designed KPIs. If KPIs are aligned such that all teams are focused on a singular goal—enhancing CX—then true synergy occurs. This alignment ensures that every team member contributes to a unified, seamless customer journey, creating the potential for exceptional outcomes.

The company customer promise is key to communicate internally across the business so everyone is aligned, plus communicate it to customers.

Na minha experiência o maior desafio é a maturidade da empresa na cultura customer centric, quando a alta gestão está bem alinhada com os conceitos, expectativas e há uma definição clara de okr e kr e como eles contribuem para que a junção dos esforços coletivos (cross) isso soa como uma sinfonia sincronizada, isso é um fator de sucesso. Além disso os rituais entre equipes são de suma importância para gerar sinergia e mostrar de forma clara como estamos avançando com as entregas, o que será priorizado e porque. Mas tudo isso só vai pra frente se alta gestão estiver engajada com uma cultura centralizada no cliente e o desenho da estratégia estiver considerando essa cadeia de responsabilidades Cross equipes.

In my experience, having an aligned sense of strategic direction is the most important thing when it comes to cross-functional teams delivering a seamless experience. This is the number one thing that empowers teams to make decisions and gives them the autonomy they need to deliver efficiently. I think having everyone involved in creating this vision and the goals required in order to achieve it will motivate people much more to deliver it. Run collaborative workshops, get input from different disciplines, understand what it takes from different perspectives, and ground it in data.

A comunicação nos grupos internos é crucial para o sucesso do alinhamento de expectativas cross equipes. Importante definir uma rotina e regras claras de como e o que deve ser compartilhado nos grupos. As mudanças, avanços e novidades devem ser compartilhadas para visibilidade de todos e engajamento com a sistemática

Talk to each other across teams. If sounds simple, but it's often not done, or not done well. Communication across multiple channels will also help, so don't just use slack, or email, or a regular scheduled meeting - do all 3.

Sempre deve haver diálogo aberto. Os integrantes do projeto devem ter confiança plena um no outro, com a liberdade de falarem o que acham oportuno sem serem criticados ou rotulados. Somente assim será possível avançar para o objetivo comum. A condução do líder do projeto é essencial para que esta atuação funcione de forma saudável e construtiva.

Truly open dialogue requires a mix of transparency, trust, and systems to keep everyone on track. A few components to create productive cross-functional dialogue: - 🌲 a team that sees the forest & the trees: people know the details matter and consider & communicate the impact their work has on other teams - 👂active listening: often open dialogue is more about listening than speaking - ⚙️an operating framework that ensures data, reports, and initiatives in place are regularly communicated across teams (a combo of shared dashboards, regular cross-functional business reviews, etc…)

Align tools across as many departments as possible. This might mean everyone using the same system, having access to each other's systems, getting reports out of each other's systems, or that the systems are all integrated, but the point is to align visibility into all the data.

A utilização de ferramentas de projeto, para acompanhamento, e também de dados, são essenciais para que todos estejam alinhados do status do projeto como também da sua efetividade. Depender apenas de reuniões de projeto, não é efetivo e sempre gera reação, e não proatividade.

As ferramentas de comunicação é um excelente caminho para formalização, más também é a forma de se fazer presente, com o home office, precisamos criar caminhos com time para se fazer presente, pois bem use as ferramentas de comunicação a seu fazer.

Using collaborative technologies that facilitate information sharing and coordination is essential to connecting with cross-functional teams in an efficient manner and guaranteeing a flawless client experience. Teams may easily share updates, tasks, and insights with one other thanks to tools like real-time dashboards, common communication platforms, and project management software. By offering a concentrated area for documentation and communication, these technologies facilitate tracking progress, coordinating activities, and quickly resolving problems. Teams may collaborate more effectively, stay focused on their goals, and guarantee a cohesive approach to improving the customer experience by utilizing these technologies.

Using collaborative tools. Utilize platforms like Slack, Microsoft Teams, or project management tools like JEERA or Trello to maintain transparency on tasks and progress. These tools will enable real-time updates and ensure that all teams stay informed.

In reality, the customer is the true decision maker. No matter who is in charge and who gives the green light for something to go ahead, if the customer doesn't like it, they won't use it. And if people don't use it, then what's the point? This needs to be part of the culture, demonstrating the importance of customer feedback, and ensuring decisions are made with real insight. It's important to consider a range of data, consistently over time. The trends are what you need to look out for. Regularly speaking with customers and tracking the consistent themes that are coming up. Analysing quantitative data to identify interesting trends. And regularly monitoring this data to see the impact of what you're doing.

Encouraging Feedback and Iteration: Promoting a culture of feedback where teams can suggest improvements or highlight issues that impact goal alignment. This iterative approach helps in refining strategies and keeping everyone aligned on the common objectives.

To achieve a seamless customer experience, effective communication across cross-functional teams is essential. Establishing regular meetings creates a consistent rhythm for collaboration and ensures that all teams are aligned on goals and priorities. Implementing feedback loops allows for continuous input and adjustment, enabling teams to quickly address issues and refine strategies. By fostering an environment of open communication and regular interaction, you can ensure that all departments work together smoothly, leading to a more cohesive and customer-centric operation.

Cross-functional teams must build efficient feedback loops in order to provide a flawless client experience. Through the establishment of organized avenues for consistent input, including team gatherings, questionnaires, or cooperative websites, you guarantee that ideas and issues are constantly discussed and resolved. This constant feedback loop unites team efforts, promotes a continuous improvement culture, and aids in the fast identification and resolution of problems. By putting feedback loops in place, teams can remain up to date on operational difficulties and customer requests, which guarantees that all departments collaborate to provide a seamless and outstanding customer experience.

Regular meetings in which all participants are encouraged to provide feedback as well as solutions for improvement. These have been critical in the growing a better customer experience in my opinion.

When interacting with cross-functional teams, it is essential to quantify success using precise, common metrics in order to guarantee a flawless client experience. Setting up frequent reporting systems and key performance indicators (KPIs) makes it easier to monitor developments and assess how well teamwork is working. Through routine evaluation of these measures and collaborative analysis of performance data, teams are able to pinpoint problem areas, modify their approach, and synchronize their activities with customer experience objectives. This data-driven strategy guarantees that all departments are working toward shared goals to improve the entire customer journey, promotes accountability, and makes informed decision-making easier.

I think a key thing with measuring success is to think about it from the start and bake it into the process. Too often, thinking about what success looks like is such an afterthought. It's important to surface this conversation early on and align everything you do around achieving these results. Making sure everyone in the team understands what these metrics mean and how they are part of achieving them is crucial. It's also important to make sure the metrics you're tracking don't encourage the wrong behaviour. Don't tie them to financial incentive for example, tie them to specific impact that will be seen by the end customer.

Desde o início mensurar tudo que é feito é essencial, caso contrário não é tangível o que esta sendo entregue e se o caminho que esta sendo seguido é o que de acordo com os objetivos que foram traçados, combinados e acordados no início do projeto. Ao mesmo tempo medir, comemorar conquistas e discutir derrotas, de forma muito transparentes, sem culpados diretos, apenas assim será possível evoluir.

By implementing a Customer Experience Scorecard, you can effectively measure success and keep all teams aligned and motivated. This approach not only tracks progress but also emphasizes the tangible impact of their work on customer satisfaction, reinforcing a culture of accountability and continuous improvement.

You should structure a KPI in an objective and directly related measurement. Often with qualitative feedback, this can be a bit more challenging. However, we can also examine actions and confirmation we should expect to see if we are actually successful in an effort.

No one is ever really an expert. There's always new trends coming to light and customer needs are ever evolving. Einstein famously said "we can't solve a problem using the same thinking that was used to create it." A mindset of continuous learning, whether that be skill based, or learning about your customers, is what brings new thinking to solving problems. It's what enables us to understand a situation from another perspective. You don't know what you don't know. But if you stick only to what you do know, you will always be missing something, and you will become obsolete.

Incorporate continuous learning into your communication strategy by encouraging teams to stay current with customer experience trends and share insights. Organize workshops and knowledge-sharing sessions to integrate new learnings into your strategy. This approach ensures your teams remain updated with the latest skills and knowledge, enhancing the customer experience.

Continuous learning isn’t about simply gaining new skills, it’s about challenging assumptions, asking “what are we missing?” and evolving together.

To ensure a seamless customer experience, cross-training across various disciplines is essential and often inevitable. This training could be provided in-house in a classroom environment (if you're working remotely, this makes matters more difficult, but not impossible) or, as I've also experienced, through embedding with another team to learn by observing; I was basically an exchange student on loan to another team. I found this to be incredibly beneficial for all parties involved, as I was able to absorb and learn from multiple subject-matter experts, as well as (hopefully) impart my own knowledge to them.

Adoptar el aprendizaje continuo como un principio en la estrategia de comunicación es una decisión acertada y necesaria en el entorno actual, donde las tendencias en la experiencia del cliente evolucionan rápidamente. Al fomentar la actualización constante y el intercambio de conocimientos entre equipos, se promueve no solo la innovación, sino también la agilidad en la respuesta a las necesidades del cliente. Las sesiones de talleres y el intercambio de ideas permiten integrar diversas perspectivas, enriqueciendo la estrategia global.