What are the benefits of creating cross-functional teams to build joint ownership of customer experience initiatives?

1.6k views4 Comments

CIO in Services (non-Government), 201 - 500 employees
Well, the most obvious benefit, is in building consensus.  Cross-functional teams can help build consensus across departments, and can help in selling the project to the larger audience and stakeholders within the organization.
Another benefit is that cross-functional teams bring more balance to a project, and can help with feature development and UI/UX and end-user impressions, that sometimes escape I.T. and Dev teams.
CIO in Government, 10,001+ employees
What a great and timely question.  We are actively engaged with Gartner to address service teams.  This is the next evolution of our hierarchical organization structure.  In the modern work environment, customer look at holistic systems.  They do not care about servers, databases, networks, applications. Therefore a cross functional team of business analysts, project managers, administrators, architects, security, and developers who can own a system and delivery a holistic service is the modern thinking.  We are now determining how we can align ourselves accordingly and create a flat organization
Legal Operations Counsel & Innovation Strategist in Services (non-Government), 10,001+ employees
Almost every initiative can benefit from cross-functional team involvement/ownership. The advantages are numerous: diverse perspectives and ideas, better resource allocation, increased accountability, breaking down silos, faster decision-making, and more continuous improvement.
Senior VP & CISO, 1,001 - 5,000 employees
Promotes a more creative and innovative work environment through collaboration and diversity. 

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