Session Description

Experience management & silo thinking: What are typical silo issues, what causes it and how can they be broken with effective change management? Silo thinking is rarely a people problem alone. It shows up where behaviour, data, metrics, and decision-making are misaligned across functions. The result is predictable: fragmented customer journeys, friction along the journeys, fragmented data, low adoption of change initiatives, and disappointing ROI on CRM, CX, and AI investments.Edwin covers three levers that consistently break silos in practice:

1. Personal leadership from XM/ CX professional/ director point of view.

2. Journey Management from a change and behaviour point of view.

3. C-level strategy from a business-driven point of view.

Key takeaways include:

* A clear understanding of what causes silo thinking across behaviour, data, and operating model design.

* Begin with the end in mind: define outcomes and align priorities, roles, and metrics to those outcomes.

* How to connect effective management and effective change management so improvements land in daily operations.

‍

Bio

Edwin Best helps leadership teams build a customer-centric business by connecting strategy, technology, and execution. With 16 years of international experience, he advises boards and senior executives on tech strategy and selection, governance, journey management, and adoption-focused change. Edwin is technology agnostic and known for translating complexity into clear decisions, measurable value, and practical roadmaps. He brings strong expertise in data-driven ways of working, cross-functional alignment, and scaling customer focus beyond one department. Alongside client work, he contributes to the CX field through jury and leadership activities