The concept of transformation has been center stage for businesses around the world for some time now, but taking a moment to reflect on what transformation actually means could radically change organizations seeking new life in turbulent times.  The specter of a looming recession makes the notion of transformation even more enticing — and terrifying — to many business leaders now — especially customer experience leaders. But how do they go about analyzing where silos are blocking transformation, harming customer experience and leaving organizations in a perpetually “frozen” state? Hank Brigman, senior vice president practice lead for Service Journey Strategies, helps shine some light on the most challenging aspects of customer experience transformation and discusses the inevitable and painful consequences of non-action.