Genesys Casual

I'm looking for best practices from the Community on obtaining an updated organizational chart from a customer.

My objective is to better understand how the Customer Service / Customer Experience organization is structured and where it sits within the broader company hierarchy. Specifically, I'm interested in understanding:

• Who the Customer Service organization reports to (COO, Operations, Customer Experience, Commercial, etc.)
• Key leadership roles and reporting lines
• How Contact Center, Digital, Workforce Management, Quality, and Customer Experience teams are organized
• Any recent organizational changes that may impact decision-making and ownership

For those who have successfully gathered this information from customers:

• What approach or conversation has worked best?
• Do you use a standard organizational chart template?
• What level of detail do you typically request?
• How do you position the request to maximize customer engagement and response?

I would appreciate any examples, templates, or lessons learned that you can share. Thanks in advance!

One approach that has worked well for me is not asking for the organizational chart as the first step.

Instead, during discovery workshops, I build a simplified stakeholder map collaboratively with the customer. I start with questions such as:

• Who owns the contact center operation?

• Who owns digital channels?

• Who is accountable for customer experience outcomes?

• Who owns technology decisions and budget?

• Who would need to approve a major transformation initiative?

As the discussion progresses, the reporting structure naturally emerges, often with more accuracy than an official org chart that may already be outdated.

I then validate the draft with the customer and ask if they can share a formal version to fill any gaps.

In my experience, understanding influence, ownership, and decision-making authority is often more valuable than understanding reporting lines alone.

One lesson learned: an org chart tells you who reports to whom, but not necessarily who makes decisions.

I've seen contact centers reporting into Operations, Customer Experience, Commercial, and even Technology organizations. The reporting line alone often doesn't explain how decisions get made.

For transformation projects, understanding these three dimensions has proven more useful than obtaining a detailed org chart.