Building an Omnichannel Customer Experience from the Inside Out

Most enterprises don’t fail at CX for lack of ambition—they fail because their org chart and operating rules make coordination optional. From Silo to Network is a pragmatic playbook for senior leaders who need collaboration to be both a leadership commitment as well as an enforceable operating rule. It translates “networked organization” from theory into decisions about teams, data, governance, and measurement that you can put to work this quarter.

This book lays out a clear, testable path: a 10-step method to dismantle silos; a team-of-teams model with standard interfaces; and a CX orchestration approach that connects strategy to execution. It shows how to align CRM/CDP, DXP/CMS, service, and analytics around shared entitlements and consent, and how to use decision thresholds, SLAs, and a single source of truth to keep priorities stable when they inevitably shift. Case studies from Spotify, Gore, and Haier illustrate operating choices that scale without adding layers.

What you’ll learn to do

• Diagnose silos across people, process, data, and platforms—and prioritize fixes with measurable upside.

• Stand up cross-functional squads with clear missions, interfaces, and decision rights; standardize cadence and artifacts without killing autonomy.

• Orchestrate omnichannel experiences (and know when “next best action” helps—or harms—consistency).

• Build data and platform governance for consent, quality, and interoperability; sunset duplicative tools and reward convergence.

• Run a 90-day plan with KPIs that matter (e.g., FCR, time-to-resolution, CES, CSAT/NPS, renewal/conversion, complaint rate) and review cycles that drive continue/kill/pivot calls.

• Fund the network: reserve budget for cross-functional enablement (data quality, platform integration, governance) and institute rotation and succession for DRIs.

Who should read this
Chief Customer/Marketing/Digital/Experience leaders, COOs, and heads of CX, MarTech, and Service who need a reliable operating model—not another slogan—to deliver consistent, profitable experiences at scale.

If you want a practical way to move from fragmented efforts to a coordinated, metrics-driven system—and keep it sustainable—this book gives you the structure, the guardrails, and the proofs.