The document discusses how organizations can improve customer experiences through cross-functional cooperation and bridging interaction gaps between different departments. It recommends that companies focus on three keys to bridging interaction: where attention is focused during interactions, pace and energy, and how people influence others. Bridging styles between initiating and responding roles is also important. The goal is to increase follow-through, engagement, and satisfaction while decreasing duplicates, rework and turnover through better alignment across teams.

1. Interaction Bridges
Keep Customer Commitments Through
Cross-Functional Cooperation
LYNN HUNSAKER
CHIEF CUSTOMER OFFICER

2. ClearAction Continuum
2© Copyright ClearAction Continuum. All rights reserved.
Bridges for Engagement in Customer Experience Management
Sales Reps
Service Reps

3. ClearAction Continuum
3© Copyright ClearAction Continuum. All rights reserved.
Bridges for Engagement in Customer Experience Management
Project Managers
Sales Reps
Service Reps
Executives
Any Employee

4. ClearAction Continuum
4© Copyright ClearAction Continuum. All rights reserved.
Bridges for Engagement in Customer Experience Management
Project Managers
Sales Reps
Service Reps
Executives
Any Employee
Perspectives
Values
Goals
Incentives
Styles

5. ClearAction Continuum
5© Copyright ClearAction Continuum. All rights reserved.
Everyone is a Chameleon
Source: Dr. Linda V. Berens
TRUE
SELF

6. ClearAction Continuum
6© Copyright ClearAction Continuum. All rights reserved.
Everyone is a Chameleon
CONTEXTUAL
SELF
Source: Dr. Linda V. Berens
TRUE
SELF
Adapt & Grow
DEVELOPED
SELF

7. ClearAction Continuum
7© Copyright ClearAction Continuum. All rights reserved.
Everyone is a Chameleon
CONTEXTUAL
SELF
Momentary
Behavior Source: Dr. Linda V. Berens
TRUE
SELF
Adapt & Grow
DEVELOPED
SELF

8. ClearAction Continuum
8© Copyright ClearAction Continuum. All rights reserved.
3 Keys to Bridging Interaction Gaps
Where we focus our attention when interacting
Our pace and energy
Ways we influence others
Source: Dr. Linda V. Berens

9. ClearAction Continuum
9© Copyright ClearAction Continuum. All rights reserved.
Bridge to Anyone On-the-Fly
Responding Role
Initiating Role
Directing
Communicator
Informing
Communicator
The Interaction Styles Model is the property of Dr. Linda V. Berens and
cannot be used, duplicated or disclosed without the express permission of
Telos Publications.

10. ClearAction Continuum
10© Copyright ClearAction Continuum. All rights reserved.
Bridge to Anyone On-the-Fly
Responding Role
Initiating Role
Directing
Communicator
Informing
Communicator
Fastest Results
Best Results
Fastest Start
Best Route
The Interaction Styles Model is the property of Dr. Linda V. Berens and
cannot be used, duplicated or disclosed without the express permission of
Telos Publications.

11. ClearAction Continuum
11© Copyright ClearAction Continuum. All rights reserved.
Bridging the Interaction Styles
Responding Role
Initiating Role
Directing
Communicator
• Keep the group on track
• Deliberate decisions
• Define the process focus
Informing
Communicator
Anticipate

12. ClearAction Continuum
12
ClearAction Continuum
12
See the rest of this presentation in
 GETTING & KEEPING CUSTOMERS
 DRIVING GROWTH & INNOVATION
 DATA & METRICS THAT WORK
 CREATIVITY WITHIN BOUNDARIES
 DRIVING ACCOUNTABILITY & COMMITMENT
 GETTING EVERYONE ON THE SAME PAGE
Join today:
https://ClearAction.com/value-exchange
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Success@ClearAction.com

13. ClearAction ContinuumClearAction Continuum
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Increase: Maximize: Decrease:
• Follow-through
• Ability to prioritize
• Productivity of resources
• Employee engagement
• Strategic vs. tactical work
• Resource acquisition
• Stakeholder satisfaction
• Stakeholder cooperation
• Team collaboration
• Right the first time
• Job satisfaction
• Continuity
• Project stalls
• Duplicated resources
• Redundant efforts
• Rework
• Employee turnover
• Alliance workloadAlignment (bridging silos) is the
next frontier in CX ROI
Design of ClearAction Value Exchange based on research with American Express, Aon, Apple, Ariba,
Clorox, Covidien, Eli Lilly, Global Foundries, HP, Microsoft, NVIDIA, SAP and beta-testing with many others
ClearAction Value Exchange KPIs are multipliers on your CX investments
SaaS for real-time
personalized action plans
to tackle these silos
30-minute bites
AI-curated resources
DIY and interactive
VP-level to intern-level
Shared vision
Collective capability
© 2019 ClearAction Continuum.

14. ClearAction Continuum
ClearAction Continuum closes the brand-customer gap.
ClearAction Value Exchange members in marketing
& customer experience, care & success roles access
real-time, 24x7, bite-sized personal solutions to
navigate silos for customer value performance
ClearAction Advisory clients strategically
operationalize marketing & customer experience
for scalability, resource productivity & enduring
customer value performance
1414
Customer value performance momentum
© 2019 ClearAction Continuum.
ClearAction Continuum

15. ClearAction Continuum
Ask about customer value performance momentum
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DNA MASTER PLAN™
STRATEGIC RENEWAL™
CLEARACTION VALUE EXCHANGE™
DNA ACTIVATION™
MARKET RESPONSIVENESS INDEX™
DX AGILITY™
DNA TRANSFORMATION™
DX ALTITUDE™
RACE™
(RAPID ANALYTICS CUSTOMER ENVIRONMENT)
VOX MODERNIZED™
VOX ACTIONABILITY™
SHARKTΛINK™
CX growth aspirations:
 Business results via trust-building
 Consistency via silo-bridging
 All-employee engagement
 Prevention and anticipation
 CX as managerial context
 Profit impact in daily decisions
https://clearaction.com/customer-centered-business-10-keys-organic-growth/© 2019 ClearAction Continuum.
Success@ClearAction.com

16. ClearAction Continuum
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We’re honored to influence these companies
PARTIAL LIST OF CLIENTS
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17. ClearAction Continuum
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ClearAction clients’ experiences
Because each of the ClearAction
team members managed CX in B2B
for a number of years, they provided
personal examples and practical
tools that could be implemented right
away. It was incredibly beneficial for
us to work with them for several
occasions. They elevated our
collective knowledge and helped us
achieve a higher level of CX maturity.
– A. Chu, Dir Customer Experience
ClearAction is an expert in business
operations and has been an
invaluable resource for us to learn
best-practices in many areas. They
taught us things that would not
readily cross our minds, but after they
explain, it makes total sense, and this
increased our efficiency and
accuracy in many areas. I highly
recommend ClearAction.
– K. Van Diepen, Dir Marketing Communications
ClearAction has been at the forefront
of helping companies like ours
reduce chaos, maximize resources
and achieve impactful results.
They’ve provided mission-critical
guidance to begin the process of
building a strong marketing
operations function that supports our
company’s growth, scale and
continuous improvement objectives.
– K. Chalmers, Dir Marketing Operations
© 2019 ClearAction Continuum.

18. ClearAction Continuum
Customer value performance momentum