Silos and bureaucracy are ‘holding back’ customer experience, study finds

M&S has made incremental changes to improve customer experience in its food businessOrganisational structures continue to hinder marketers’ ability to improve the customer experience, according to research unveiled at Marketing Week Live.
The study by Brand Learning finds most companies still fail to collaborate across business functions when implementing customer-facing strategies. Indeed, less than one in four IT functions are involved in customer experience strategy and pl