SESSION DESCRIPTION

Breaking Silos. Cross-Functional Collaboration as the Engine of Customer Experience Improvement

This interactive roundtable explores one of the most persistent barriers to effective Customer Experience (CX) improvement: the lack of cross-functional collaboration. Participants will examine the symptoms of siloed operations, the root causes behind misalignment between departments, and the hidden financial and human costs of poor collaboration.

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Key takeaways: 

- Clarity on the real cost of silos.
- Practical examples of diagnosing cross-functional misalignment.
- Team-generated insights on breaking silos.

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SESSION FACILITATOR

Gitana Veličkaitė-Remeikienė is a customer experience (CX) consultant, trainer, and CCXP-certified professional with over a decade of experience advancing customer-centric practices globally. As a self-employed consultant, she partners with organizations to design and optimize end-to-end customer experiences. She is the co-founder of Lithuania’s CX Association Towards Customer (Kliento link), promoting CX maturity and capability building in local businesses. Previously, Gitana led global CX programs at Strategic Staffing Solutions, drove CX strategy and quality at Danske Bank, and managed international process and quality initiatives at Tieto. She is also ISO 9001 certified, combining CX excellence with operational efficiency.