The Hidden Tax That's Quietly Costing Your Business a Fortune

Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth · Colin Shaw, Beyond Philosophy LLC

Opublikowano: 2026-08-29

Silos are the silent killer of customer experience — but for years we've only argued that from one side of the coin: the customer's. This episode flips it over. Colin and Ryan are joined by Dan O'Connell, CEO of Front, to look at silos from the side that actually moves a boardroom — the cost. Front's new research, the Coordination Tax, surveyed B2B customer service, operations, and account management leaders and uncovered a startling baseline: the typical company spends nearly three hours coordinating work for every one hour it spends actually solving a customer's problem. Worse, 42% of companies don...