CX is a Team Sport: Are Your Departments Sabotaging Each Other?

From our recent Kiwi CX Collective Podcast Episode with Melanie Disse, the Founder & Principal Consultant of Melanie Disse Consulting

Why is Your Customer Experience Really Broken?

You’ve invested in new technology, trained your agents, and written countless scripts, but your customer experience still feels broken. Customers are frustrated, your teams are burned out, and you can’t pinpoint the single source of the problem. It feels like you’re plugging one leak just as another one springs open.

The issue isn’t a single broken part; it’s a broken system. The real problem lies in the invisible walls between your departments, where good intentions fall apart. This leads to the most critical question leaders should be asking: Why is our internal structure breaking our customer promise before the frontline even gets involved?

In this episode of the Kiwi CX Collective, we diagnose the root cause of this breakdown with CX strategist Melanie Disse. With over a decade of experience fixing dysfunctional organizational cultures, Melanie reveals why most companies are looking in the wrong place for answers. Her core diagnosis: Your CX is broken because you’re treating it like a departmental task, not an all-of-business team sport.

What You’ll Hear:

The Wrong Diagnosis: Why the Frontline Isn’t the Problem.
Blaming the contact center for poor CX is a fundamental misdiagnosis. Learn why the real breakdown happens long before a customer calls—when marketing, product, or IT create issues that your frontline is simply forced to absorb. It’s a systemic failure, not a personnel failure.

The Real Culprit: How Broken Internal Processes Fracture the Customer Journey.
Discover how departmental silos are the true culprits behind a fractured experience. A lack of communication isn’t just an inconvenience; it’s a critical flaw that actively breaks the customer journey. A broken link on your website isn’t just an IT problem; it’s a broken promise to your customer.

The Leadership Vacuum: Why a Lack of Executive Ownership Guarantees Failure.
A broken system is often the result of a leadership vacuum. Melanie explains why the absence of a C-suite mandate for a unified CX allows silos to thrive. Without top-down accountability, your organization is, by default, designed to fail the customer.

Measuring the Breakage: How Outdated Metrics Hide the Real Problems.
Are your KPIs telling you the truth? Focusing on metrics like Average Handle Time doesn’t just fail to show success; it actively hides the real points of breakage in the customer journey and can even encourage behaviors that make the experience worse.

A truly broken customer experience can’t be fixed with a script or a new piece of software. It requires fixing the broken connections between your teams.

Watch the full episode to learn how to diagnose the real reasons your CX is broken and start building a system that’s designed to succeed.

Watch the full episode now: