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Effective cross-functional teams

If your company struggles with organization silos, the most effective approach for a CX professional is to form a unified and influential cross-functional group or team. In this structure, consider these suggestions:

  1. Establish goals that are unique for the CX purpose that everyone can focus on.
  2. Create a spirit of collaboration.
  3. Understand who is going to make the final decisions and have them engaged so you are not being held up. 
  4. Encourage creativity and innovation, tapping into the unique background that each person brings from his part of the company. 
  5. Make sure the team is balance with the work assignments. For most team members this will not be their full time job but an extra assignment on top of an already busy schedule.
  6. The ultimate goal needs to be on accomplishing something together that could not be achieved by any particular person or group. Focus on getting things done!

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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