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We accomplish this by building tools that provide actionable feedback about your behavior and increase awareness of your body. Founded in 2011, Lumo Bodytech has developed a technology platform that leverages smart sensors and software to optimize performance and address human biomechanics through real-time tracking of body movement. Focused on building technology to enhance our relationships with ourselves, each other and the world around us. A seasoned tech business executive with an intimate familiarity of both B2C and B2B channels. Sign up for our newsletter and be the first to know about new products, discounts and our latest news! Many companies we work with have told us the customer experience improvements mentioned in this publication are ones they must make. And, siloed customer experience initiatives often overlap and repeat, with groups that run the very same or similar initiatives, but which resist giving up their projects. Furthermore the metrics of success tend to be those of each silo, which can lead to conflicting objectives. In essence, trying to graft a new customer experience onto an old organizational chart is not just a recipe for trouble, it is a budget drain. In this article we provide three models we have seen in our clients, as well as two emerging ones that we believe will become prevalent over this decade.
Denise FriedmanPractice Head—Organizational Performance, Global Consulting Denise Friedman leads TCS’ Organizational Performance capability for North America.


In doing so, we help people become more mindful, and empower them to make the small but powerful changes that improve their lives. Our current products include the Lumo Lift and Lumo Back posture coaches and activity trackers, as well as Lumo Run, a sensor technology that measures and coaches you on running form. Charles Wang and Andrew Chang and is backed by Madrona Ventures, Eric Schmidt’s Innovation Endeavors, Jerry Yang’s AME Cloud Ventures, and most recently WuXi Healthcare Ventures. To make them effectively and efficiently their senior managers must update obsolete business processes and install new technologies. A customer experience overhaul—whether within or across a company’s channels to customers—must involve every organizational unit that touches customers. The hardened silos of functions, lines of business, channels to market, and regions can create a nightmare of politics and infighting (Figure 5). For example, many companies have purchased multiple social listening applications and services. For example, reducing time to resolution in the call center may conflict with a company-wide customer experience goal of being ‘the most helpful company in the industry’. However, we are neither advocating that companies turn themselves upside down, nor suggesting they get rid of the silos that divide up work and foster deep expertise in a firm.
Denise has more than twenty years of experience in leading successful engagements that result in transformative organizational performance at global top tier consulting companies. Further, they must train their people how to monitor, analyze, and handle customers who increasingly want to do business through digital channels.


If each silo funds its part of the experience initiative, those with bigger shares may assert dominance over the design. We have seen different groups in the same company literally purchasing the same social data. McKinney has spent more than a decade innovating and executing integrated, digital marketing practices and programs at companies such as Computer Associates, SBC and Siebel. An overhaul must also include the IT organization because ultimately it is the keeper of a firm’s enterprise systems.
With siloed budgets come no priorities or governance: each group wants  its changes done first. And innovation efforts are also conducted in the silos; they suffer from lack of visibility and funding (since no individual budget is as big as the total budget). Various departments contract outside the company for mobile programs and end up with dozens—in some cases hundreds—of mobile games, landing pages and promotions done by as many agencies.



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