She invited one person from each team for a “no agenda coffee.”
The Context: A mid-sized logistics company, "SwiftLogix," was bleeding customers. Their cutting-edge tracking app crashed constantly, and support tickets piled up. The CTO blamed the “lazy” business team. The Head of Sales blamed the “arrogant” IT nerds. No one was listening. itil 4 relationship management
Maya discovered the : Not technology. Language. IT spoke in API latency. Sales spoke in customer tears. She invited one person from each team for