CX management is always challenging but doing the job in the context of a complex, matrixed environment can make the job so much more complicated. Highly matrixed environments—with multiple departments, geographic locations, and reporting structures—require cross-functional collaboration, stellar communication, and solid steps for prioritization.

With multiple lines of accountability come overlapping responsibilities. While a matrixed structure can allow for flexibility and expertise sharing, it also introduces several hurdles for CX management including siloed operations with various departments focusing on their own objectives. This can cause inconsistencies in customer interactions. In addition, communication barriers, lack of unified vision, and slow decision making due to multiple stakeholders can delay customer-focused initiatives.

Here’s a roadmap for more effective CX management across a matrixed organization.

1. Create a Unified Contact Center Vision

In a matrixed environment, it’s important to align all stakeholders around a common customer-centric goal to ensure consistency and coherence. To accomplish this, ensure you have a customer experience mission statement that clearly states what exceptional customer experience means for your organization and, specifically, the contact center. For example, Zappos describes itself as a “customer obsessed company that focuses on delivering a WOW experience.” And Amazon’s mission statement is “to be Earth’s most customer-centric company.” Place your mission statement around the contact center and remind your internal audience of it before every presentation and meeting. And make sure executives and key decision makers have bought into the vision and are willing to champion it throughout the organization.

2. Break Down Silos

Operational silos are one of the biggest barriers to effective CX management. But bridging these divides is essential to create a unified front. Forming cross-functional teams to collectively tackle customer challenges and implementing collaboration tools such as Slack for communication around specific projects can be helpful. For managers and senior people who are not directly involved in the day-to-day of the inbound contact center, project management tools can help to more effectively keep them in the loop and invested in the projects that are most important to maintaining and improving the customer experience. Employ the RACI structure, which categorizes project participants into the categories of Responsible, Accountable, Consulted, and Informed. Your project management tool will ensure that even those people not directly responsible or accountable for projects can be consulted and kept informed.   

3. Work Towards Creating a Customer-Centric Culture

Creating a customer-focused culture is essential to overcoming the inherent complexities of a matrixed structure. Every employee, regardless of role, should prioritize CX management. This means that leaders should consistently demonstrate a commitment to the customer experience through their actions and decisions. And, frontline employees should be empowered to make decisions that benefit the customer without unnecessary escalation.

4. Develop a Clear Governance Framework

A governance framework ensures accountability and streamlines decision-making. This is particularly critical in a matrixed organization where multiple teams share responsibilities. The first step is to establish clear ownership of customer experience initiatives and clarify decision-making authority.You might also consider creating a Customer Experience Steering Committee with representatives from key departments to oversee contact center strategy and implementation. Next, establish escalation paths that define processes for resolving conflicts or addressing roadblocks that could hinder CX management efforts.

5. Ask for Feedback

Continuous monitoring and improvement are essential for sustaining CX management excellence in a dynamic, matrixed environment. The best way to do this is to gather feedback from customers and employees to identify areas for improvement. Ask new team members both within the contact center and externally to mystery shop your products. And be prepared to adjust strategies based on feedback, changing customer expectations, or organizational shifts.

6. Partner with a CX Management Outsourcing Provider

An external outsourcing partner can help avoid silos and political systems within organizations that hamper partnership and idea exchange. When selecting an outsourcing partner, look for one that aligns with the values of your own organization and are highly process oriented, innovative, and communicative. For more information about Advensus nearshore call center services, or to arrange a site visit to our Dominican Republic call center or Trinidad call center, contact us.

CX management in a complex, matrixed environment is challenging, but it is also a strategic opportunity to differentiate your business. By establishing a unified vision, breaking down silos, and fostering a customer-centric culture, organizations can deliver exceptional experiences despite their structural complexities.

The key lies in aligning all teams around the customer, creating clear accountability, and continuously iterating based on data and feedback. With these strategies, you can not only navigate the challenges of a matrixed organization but also turn the contact center into a powerful competitive advantage.