Conference Presentation

Miller Heiman Group Case Study: Breaking Down Silos Between Service & Sales

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

Most organizations “know” they need to improve their service experiences; however, the challenge is identifying what specific organizational practices need to change along the customer’s journey. With an effective customer journey map that aligns service and sales teams, organizations are able to make specific changes in their business processes, talent management, and technology that will propel them toward a sustainable customer service advantage.

Join Karen Allinder, VP Customer Experience Solutions at Miller Heiman Group, to learn how to boost your organization’s customer experience success and gain actionable steps that will help your organization break down the silos.

During the session, you will gain more information on:

  1. How organizational collaboration can positively impact your customer experience.
  2. How journey maps are key to eliminating silos
  3. Why a holistic approach is critical to customer experience success

Authored By:

Miller Heiman Group

Publish Date: May 9, 2018

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.