Delivering integrated customer experiences can be challenging inside of traditional organizational structures built to reduce complexity through functional compartmentalization. CX is not the responsibility of a single department and requires an advanced level or orchestration from leadership strategy down to front line execution in order to deliver against the brand promise in a consistent and cohesive manner for customers.
Learning from Extremes: Delivering magic in the cruise industry is wonderfully complex. Consider creating an integrated experience on a cruise ship. It’s much more than a floating hotel. It’s like creating an experience across an entire city neighborhood with thousands of customers and delivery staff living together 24/7 for 7-30 days at a time.
This discussion will use a series of cases studies from one of the largest experience enterprises in the world to highlight learnings on delivering integrated customer experiences in complex environments. We are convinced this will spark some interesting discussions on parallels in your world.