I can see this trend being reflected in the origanizations I deal with. There are two major aspects: first, "a shift from running uncoordinated efforts within siloes to launching an integrated operational-improvement program organized around customer journeys", and second, "a shift from using individual technologies, operations capabilities, and approaches in a piecemeal manner inside siloes to applying them to journeys in combination." This all sounds good in theory but it's a lot more difficult to apply in practice. Each silo and each individual tech choice exists for a reason, and forcing them into an integrated whole can result in enterprise-wide disruption. Like this. Like this. Like this. Like this. You have to build resiliance into enterprise planning, which requires enabling parts of the enterprise to decouple when a central system goes south.
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