<img alt="" src="https://secure.businessintuition247.com/264129.png" style="display:none;">
Let’s Talk
Let’s Talk

Key 2: Alignment and Accountability

Empower and Motivate Integrated, Cross-Organization Teams and Experience-Led Behaviors

Let's Talk

Breaking Down Silos: 360-Degree Alignment and Accountability

EightKeys-2-Alignment–expanded[92]

In a world where customer expectations are constantly evolving, the need for seamless and consistent experiences has never been greater. To deliver on this promise, organizations must break down internal silos and foster a culture of alignment and accountability. This means ensuring every department, team, and individual works towards the same customer-centric goals. By achieving true alignment and holding each other accountable, businesses can create a unified approach to customer experience (CX) that drives success across the board.

“

Strategy-making is an immensely complex process involving the most sophisticated, subtle, and at times subconscious of human cognitive and social processes.”

Henry Mintzberg

PhD. MIT, author, and co-founder of the International Master Program for Managers

”
“

No other company understands and delivers on customer experience like McorpCX—they drive measurable results, and can prove it. Their expertise and approach are second to none.

Customer Experience Director,

Fortune 500 Technology Firm

”
“

Their ability to think strategically about our business (was) synthesized into a framework to drive lasting improvement in the business for customers and partners.

Director of Worldwide Training,

Global Security Software Firm

”

The Importance of Alignment and Accountability

Alignment in the Organization

Alignment ensures that everyone knows the goals and their role in achieving them. When employees understand how their work contributes to the bigger picture, they perform with greater purpose, driving the organization toward shared objectives.

A Shared Vision of the Future Experience

A clear, shared vision defines success and the changes needed to achieve it. This vision unites all efforts, ensuring everyone, regardless of role, is working toward the same goal.

Accountability Across the Organization

Accountability ensures that everyone knows what they are measured against and why. Clear expectations drive performance, helping the organization focus on reaching its goals.

Collaborative, Customer-Centric Ways of Working

When alignment and accountability are in place, teams can collaborate more effectively across departments. With a shared understanding of goals, employees work together seamlessly, breaking down silos to better meet customer needs.

Key Groups for Successful Alignment and Accountability

Experience Council:

Aligns experience with business goals, agrees on success criteria, and reviews and approves key initiatives.

Executive Sponsor(s):

Bridges the gap between the C-Suite and the core team, engaging executives to secure buy-in and support.

Core Team:

Reports to the executive sponsor and is responsible for executing the organization’s experience strategy and vision on a day-to-day basis.

Experience Champions:

Advocates within their workgroups communicate the importance of CX and provide feedback across the organization.

Program Management:

Mid-level or front-line employees who manage project teams and ensure customer-centric practices are followed.

Experience Accountability Matrix

These groups help lead, prioritize, champion, empower, and oversee the Experience Operating System to ensure the organization is achieving its goals.

Include the vision for where you’re going, how you enable the experiences you wish to deliver, and how you manage and measure to ensure you accomplish desired results.

60%

More profitable than non-customer-focused companies

200%

Greater customer and employee loyalty

300X

Greater customer lifetime value

Common Challenges in Achieving Alignment and Accountability

The Alignment and Accountability Paradox

Organizations often struggle with the "alignment and accountability paradox," where they achieve one without the other. This imbalance can derail efforts to create a unified and effective organization.

Alignment Without Accountability

When there’s alignment without accountability, everyone may be excited about the goals, but without clear metrics, this enthusiasm quickly fades. Without measurable progress, goals remain aspirational rather than actionable.

Accountability Without Alignment

Conversely, accountability without alignment means employees know what they need to achieve but don’t understand the bigger purpose. They focus on meeting targets without contributing to a shared vision.

Case Study

Aligning Brand Strategy and Donor Experience to Drive Value

How a customer-experience-driven brand strategy boosted awareness and loyalty, and radically increased donations for this global non-profit charity organization.

Read More

Case Study

Designing a Better B2B Customer and Partner Experience

How experience mapping helped a global software leader restructure its upgrade process, reduce costs and improve relationships with customers and partners.

Read More

Case Study

Measuring Customer Experience Reveals Valuable Insights

A community bank’s customer experience mapping initiative allowed it to throw out inaccurate assumptions and meet actual customer needs.

Read More

Ready to Break Down Silos and Enhance Alignment?

Alignment and accountability are essential to deliver a consistent and exceptional customer experience. By breaking down silos, creating a unified vision, and implementing robust accountability frameworks, organizations can ensure that all teams are working towards the same customer-centric goals. This unified approach enhances customer satisfaction and drives long-term business success.

Ready to break down silos and enhance alignment in your organization? Contact MCorpCX to learn how we can help you foster a culture of accountability and drive better customer experiences.

Talk to us >

Book

Read the Book Experience Rules!

A Future-Proof Framework for Experience-Led Growth: The Experience Operating System (XOS)

Written by Michael Hinshaw and Diane Magers, this book shares practical, tangible insights to help business leaders embed the discipline of experience management in any company to predictably meet business goals.

Learn More

Learn More About XOS Key #2: Alignment and Accountability

What is 360-degree alignment and accountability, and why does it matter?

It ensures that everyone in the organization understands their role in delivering great experiences, breaking down silos and fostering collaboration across teams.

How does alignment and accountability drive better customer experiences?

When teams are aligned and accountable, decisions are made with the customer in mind, ensuring consistency, efficiency, and measurable impact.

What are the key elements of a strong alignment and accountability framework?

It includes clear roles, cross-functional collaboration, decision-making structures, and shared ownership of customer experience goals across the organization.

How do organizations create accountability for customer experience?

Establishing experience councils, executive sponsorship, and cross-functional teams ensures customer-centric decisions and prioritization at every level.

What challenges do companies face when driving alignment and accountability?

Lack of leadership buy-in, resistance to change, and unclear ownership often hinder efforts to embed customer experience into daily operations.

What steps can organizations take to improve alignment and accountability?

Defining clear responsibilities, integrating customer insights into decision-making, and fostering a culture of shared ownership are critical to success.

Ready to break down silos and build alignment and accountability in your organization?

Let’s Connect