The customer touching functions…Marketing, Sales, Service, Operations…are converging into a more fluid structure that produces a better customer experience. Convergence doesn’t cause functional leaders to agree all the time. Tension is a given as marketing, sales and service naturally pursue different, sometimes competing strategies. The trick is to make such tension constructive. To produce and execute coherent strategy. This session will explore how leaders systematically manage this tension to elicit better thinking, find more ways to add value and improve your organization’s culture in the process.