Customer Experience is ABSOLUTELY affected by the degree of alignment between the departments within an organization.
When an organization is siloed, they share less information with other departments, and their processes tend to be designed without consideration for related processes in other departments.
I called my Phone Company/Internet Service Provider to order a new service. The sales person took the order, and then instructed me to call another number, to schedule the installation.
I asked him to schedule it for me. He replied, 'We don't have access to their calendars.'
So I had to take the time to make another call. Poor alignment between sales and service and poor information sharing between the two added up to a poor experience for me as a customer.
A 'Customer Centric' organization will take the time to design and evaluate all internal processes from the customer's perspective, and be sure that interdepartmental processes and handoffs are seamless and invisible to the customer, or a very positive experience.
In aligned companies, information will be shared among and between departments, so that everyone has the same view of the customer, and the same customer will never have to tell their story twice!
Jim Watson http://bit.ly/efrxOg