{"id":147672,"date":"2025-09-30T08:56:59","date_gmt":"2025-09-30T13:56:59","guid":{"rendered":"https:\/\/www.etechgs.com\/?post_type=podcast&amp;p=147672"},"modified":"2025-09-30T08:56:59","modified_gmt":"2025-09-30T13:56:59","slug":"silo-smash-uniting-departments-for-an-unforgettable-customer-experience","status":"publish","type":"podcast","link":"https:\/\/demo.etslabs.ai\/etech26\/podcast\/silo-smash-uniting-departments-for-an-unforgettable-customer-experience\/","title":{"rendered":"Silo Smash: Uniting Departments for an Unforgettable Customer Experience"},"content":{"rendered":"<p><span data-contrast=\"auto\">Picture this: You Walk into work Monday morning, and instead of the usual departmental walls, you see colleagues from different teams brainstorming together over coffee. Marketing is chatting with IT about a customer pain point. Sales is sharing insights with Customer Service. Everyone&#8217;s working toward the same goal\u2014making life better for the people you serve.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:322,&quot;335559739&quot;:322}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Sounds wonderful, doesn&#8217;t it?<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Unfortunately, many workplaces struggle with <\/span><b><span data-contrast=\"auto\">silos<\/span><\/b><span data-contrast=\"auto\">\u2014when departments work in isolation rather than harmony. It&#8217;s not anyone&#8217;s fault, really. It just happens as organizations grow. But here&#8217;s the beautiful thing: it&#8217;s absolutely fixable, and the results are transformative for everyone involved.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"none\">About the Episode:<\/span><\/b><\/h3>\n<h3><span data-ccp-props=\"{}\">\u00a0<\/span><\/h3>\n<p><span data-contrast=\"auto\">In this<\/span><span data-contrast=\"auto\"> inspiring episode of the <\/span><b><span data-contrast=\"auto\">Etech Leadership Table CX Podcast<\/span><\/b><span data-contrast=\"auto\">, our host <strong>Melissa Wood<\/strong> sits down with the incredibly knowledgeable <\/span><a href=\"http:\/\/linkedin.com\/in\/annette-franz\"><b><span data-contrast=\"auto\">Annette Franz<\/span><\/b><\/a><span data-contrast=\"auto\">, CEO of CX Journey Inc. and author of books like <\/span><i><span data-contrast=\"auto\">Customer Understanding<\/span><\/i><span data-contrast=\"auto\"> and <\/span><i><span data-contrast=\"auto\">Built to Win<\/span><\/i><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">With three decades of helping organizations create better experiences, Annette brings such warmth and practical wisdom to the challenge of bringing teams together. Her approach isn&#8217;t about blame or quick fixes\u2014it&#8217;s about understanding people and creating environments where collaboration feels natural and rewarding.<\/span><\/p>\n<p><iframe loading=\"lazy\" title=\"How Breaking Silos Can Transform Customer Experience | Unite Teams &amp; Inspire Collaboration | Etech\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/MRoWFuP7YPI?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<h3 aria-level=\"2\"><\/h3>\n<h3 aria-level=\"2\"><b><span data-contrast=\"none\">Why This Conversation Matters:<\/span><\/b><\/h3>\n<h3 aria-level=\"2\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\">\u00a0<\/span><\/h3>\n<p><b><span data-contrast=\"auto\">See the Bigger Picture<\/span><\/b><span data-contrast=\"auto\">: Discover how <\/span><span data-contrast=\"auto\">small changes<\/span><span data-contrast=\"auto\"> in teamwork create ripple effects that reach every customer interaction<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Build Bridges, Not Walls<\/span><\/b><span data-contrast=\"auto\">: Learn gentle yet effective ways to help teams understand each other&#8217;s perspectives and challenges<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Try Tools That Actually Work<\/span><\/b><span data-contrast=\"auto\">: Get your hands on simple, human-<\/span><span data-contrast=\"auto\">centered<\/span><span data-contrast=\"auto\"> strategies like job shadowing and cross-team coffee chats that make real connections happen<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Create Something Beautiful<\/span><\/b><span data-contrast=\"auto\">: Design a workplace culture where kindness, understanding, and shared purpose guide every decision<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3 aria-level=\"2\"><b><span data-contrast=\"none\">What You&#8217;ll Learn<\/span><\/b><b><span data-contrast=\"none\">:<\/span><\/b><\/h3>\n<p>&nbsp;<\/p>\n<ul>\n<li><span data-contrast=\"auto\">The gentle art of noticing when hard work isn&#8217;t translating into teamwork<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">How one meaningful conversation can shift an entire team&#8217;s perspective<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Simple rituals and experiences that naturally bring colleagues closer together<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"none\">How the right technology can help teams connect (and when to put the tech aside for human moments)<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Why the best leaders focus on <\/span><span data-contrast=\"auto\">modeling<\/span><span data-contrast=\"auto\"> connection rather than demanding it<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"none\">Why small, consistent acts of cooperation build the strongest foundation for lasting customer relationships<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\n<\/ul>\n<h3 aria-level=\"5\"><b><span data-contrast=\"none\">Meet the Experts:<\/span><\/b><\/h3>\n<h3 aria-level=\"5\"><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/h3>\n<p><a href=\"http:\/\/linkedin.com\/in\/annette-franz\"><b><span data-contrast=\"auto\">Annette Franz<\/span><\/b><\/a><b><span data-contrast=\"auto\"> \u2013 <\/span><\/b><span data-contrast=\"auto\">Founder &amp; CEO of CX Journey Inc., Author, and Customer Experience Leader<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><a href=\"http:\/\/linkedin.com\/in\/melissawoodetech\"><b><span data-contrast=\"auto\">Melissa Wood<\/span><\/b><\/a> <span data-contrast=\"auto\">&#8211; <\/span><span data-contrast=\"auto\">Dean of Leadership Development at Etech<\/span><span data-contrast=\"auto\"> Global Services<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<h3><b><span data-contrast=\"auto\">Ready to Transform Your Workplace?<\/span><\/b><\/h3>\n<h3><b><span data-contrast=\"auto\">\u00a0<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/h3>\n<p><b><span data-contrast=\"auto\">Watch now<\/span><\/b><span data-contrast=\"auto\"> and learn the art of turning workplace friction into genuine teamwork. See how small changes create big wins for your colleagues, your customers, and you.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\ud83d\udc49 Watch the full episode now and ignite transformation in your organization.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\ud83d\udce2 Don\u2019t miss future conversations on leadership and CX \u2014 subscribe to the <\/span><a href=\"https:\/\/bit.ly\/4fQJ0rb\"><i><span data-contrast=\"auto\">Etech Leadership Table CX<\/span><\/i><\/a><span data-contrast=\"auto\"> Podcast.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Picture this: You Walk into work Monday morning, and instead of the usual departmental walls, you see colleagues from different [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":147679,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"episode_type":"audio","audio_file":"https:\/\/cdn.etechgs.com\/newetech2023\/wp-content\/uploads\/2025\/09\/AnnetteFranzPodcast-Audio1-1.mp3","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"14.82M","filesize_raw":"15540248","date_recorded":"2025-09-30 08:18:20","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"1","itunes_episode_type":"full"},"tags":[37,38,25,40,52,53,31,44,45,46,47,42,29],"series":[24],"resource_topics":[],"resource_industries":[],"class_list":["post-147672","podcast","type-podcast","status-publish","has-post-thumbnail","hentry","tag-business","tag-customer","tag-customer-experience","tag-cxleadership","tag-emotional-intelligence","tag-employee-experience","tag-etech","tag-etechpodcast","tag-future-of-ai-in-contact-centers","tag-futureofcx","tag-humanandai","tag-leadershipdevelopment","tag-podcast","series-leadership-and-cx-podcast"],"acf":[],"episode_featured_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/uploads\/2025\/09\/Annette-Franz-sep-2025-Website-landing14-1.jpg","episode_player_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/plugins\/seriously-simple-podcasting\/assets\/images\/no-album-art.png","download_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-download\/147672\/silo-smash-uniting-departments-for-an-unforgettable-customer-experience","player_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/147672\/silo-smash-uniting-departments-for-an-unforgettable-customer-experience","audio_player":"<a class=\"wp-embedded-audio\" href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/147672\/silo-smash-uniting-departments-for-an-unforgettable-customer-experience\">https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/147672\/silo-smash-uniting-departments-for-an-unforgettable-customer-experience<\/a>","episode_data":{"playerMode":"dark","subscribeUrls":{"apple_podcasts":{"key":"apple_podcasts","url":"","label":"Apple Podcasts","class":"apple_podcasts","icon":"apple-podcasts.png"},"stitcher":{"key":"stitcher","url":"","label":"Stitcher","class":"stitcher","icon":"stitcher.png"},"google_podcasts":{"key":"google_podcasts","url":"","label":"Google Podcasts","class":"google_podcasts","icon":"google-podcasts.png"},"spotify":{"key":"spotify","url":"","label":"Spotify","class":"spotify","icon":"spotify.png"}},"rssFeedUrl":"https:\/\/demo.etslabs.ai\/etech26\/feed\/podcast\/leadership-and-cx-podcast","embedCode":"<blockquote class=\"wp-embedded-content\" data-secret=\"B3wy4JrynD\"><a href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/silo-smash-uniting-departments-for-an-unforgettable-customer-experience\/\">Silo Smash: Uniting Departments for an Unforgettable Customer Experience<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/silo-smash-uniting-departments-for-an-unforgettable-customer-experience\/embed\/#?secret=B3wy4JrynD\" width=\"500\" height=\"350\" title=\"&#8220;Silo Smash: Uniting Departments for an Unforgettable Customer Experience&#8221; &#8212; Etech Global Services LLC\" data-secret=\"B3wy4JrynD\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\n\/*! 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