Bio

Gitana Velickaite 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.

Session Summary

From Silos to System: Cross-Functional Collaboration as the Engine of Customer Experience Improvement

Siloed thinking remains one of the most persistent barriers to meaningful Customer Experience (CX) improvement. While many organizations declare customer-centricity as a priority, internal misalignment between departments often prevents real progress. This interactive session combines strategic input with participant reflection. We will explore why silos emerge, how they affect customer journeys and business performance, and what organizational conditions enable stronger cross-functional collaboration. Rather than offering quick fixes, the session provides a structured perspective on how organizations can move from fragmented initiatives toward a more systemic approach to CX built on shared direction, transparency, and joint ownership of the customer journey.

Key Takeaways:
- A clearer understanding of the visible and hidden costs of siloed operations.
- A structured lens for identifying cross-functional misalignment in your organization.
- Broader perspective on how organizations evolve from silo-based structures toward system-based collaboration in CX.

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Bio

Session Summary