Smashing Silos: The Real Work Behind Joined-Up CX with Obi Santos
Update: 2025-08-14
Description
In this episode of Inspiring Women in CX, Clare Muscutt speaks with Obi Santos, a passionate CX leader and cross-functional change agent, about one of the biggest challenges facing customer experience professionals today: silos.
Obi shares her perspective on why, despite all the talk about alignment and collaboration, silos still persist—and what it really takes to overcome them.
Together, Clare and Obi explore:
- Why silos are so hard to break—and why they’re still everywhere
- What actually works when it comes to uniting data, teams, and processes
- The common traps that derail CX collaboration
- One powerful change that could help organisations truly deliver joined-up experiences
Obi also reflects on her personal journey, a challenge she’s overcome, and how being part of a community has helped her grow both personally and professionally.
If you’re tired of CX efforts that feel disconnected and want to create real impact, this episode is for you.
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