October 29, 2021

CXM and Visbility

Article

Visibility means having an unobstructed view of something. But, what is visibility good for? What value does it provide to organizations, especially those with an ecosystem of partners? We’ll dive into a few of the key benefits that will drive up productivity at any organization.

Visibility and Collaboration

Employees are better able to collaborate on particular projects when they all have visibility into the project at hand, the responsibilities of their team members to deliver on particular goals, and a clear vision for what completion of the project looks like. That project might be related to helping a customer achieve a particular goal or outcome. It might be related to implementing new business processes, or new standards for service delivery. It might also include getting new systems up and running that exist on top of already established processes and infrastructure. Regardless of what that project is, having greater visibility allows an organization, the teams within it, and any external teams they might be working with, to have a clear vision of who needs to do what, and when. When stakeholders have this, they are better equipped to interact with one another in an informed and productive manner, paving the way for better collaboration.

Visibility and Coordination

Highly connected to collaboration is coordination, which is virtually impossible without decent visibility for all stakeholders. There is no way to facilitate or account for cross-team (and cross-organizational) coordination without all parties knowing what other parties are responsible for. People won’t know when it’s their time to begin certain processes, and won’t let others know when it’s their time to take over, without a tangible idea of when these handoffs should occur. Proper coordination depends on clear expectations that only real visibility can provide. Without that, passing the baton becomes impossible, and the business suffers as a result.

Visibility and Compliance

Equally important with collaboration and coordination is compliance. Visibility enables an organization to ensure that its teams and departments are compliant with standard operating practices, and more importantly, the law. Particularly when that organization is heavily regulated by government agencies (such as financial services providers), it is incumbent upon the organization’s leadership to ensure that they have an eagle eye view into how subsidiary departments are operating. There must be accountability at every level, given the the compliance demands of today’s operating environment. 

Moving from Obscurity to Visibility

Ensuring that visibility is provided across an organization is no easy task. It’s not as if one can simply hold up a magnifying glass and get a better picture of the day-to-day operations of a particular department. It requires planning, orchestration, proper reporting, an attention to detail, and the overall ability to design, implement, and manage experiences, while also delivering on expectations. The only way to deliver on all of these requirements is to incorporate a technology