The key to great customer experience (CX) is an engaged employee base focused on customer service. In other words, in order to have great CX, you must have great EX. Learn how leading enterprises are delivering powerful and compelling employee experiences, and the models, methodologies and technologies necessary for great EX.

Digital experience platforms (DXPs) are a critical component to your digital business technology stack. DXPs provide a wide variety of digital experiences to a wide array of audiences. They not only deliver the current popular digital capabilities of web and mobile, but also provide a platform that will extend digital experiences to the next generation of channels, devices and modalities, including wearables, conversational AI (chatbots, Amazon Alexa, Google Home), augmented reality (AR), virtual reality (VR), and a long list of IoT and other connected technologies.

Silos of customer engagement are common but must be addressed to achieve omnichannel customer engagement. These silos are created along boundaries of technology, brands, products, business units, geographic units, CRM pillars, among other things. The silos can't be knocked down, but they can be bridged. IT must bridge technology silos at the tiers of experience, process, knowledge and data, while influencing the organizational and cultural silos that exist. Is it possible to bridge these silos and achieve omnichannel customer engagement?