Business silos are created when systems, processes, departments, and lines of business in an organization operate independently. A disconnect between front-office CX is and back-office functions like billing or fulfillment jeopardizes experience consistency and quality alike.

When back-office functions fail to deliver on CX promises, there is a breakdown in the overall journey and customer trust is lost. To avoid this breakdown, brands must eliminate functional silos by digitally integrating all operational functions for greater transparency and visibility across all areas of the business.