Trends and Topics on Virtually Every Area of IT
How to Bridge Engagement Silos to Improve Customer Experience
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- What causes silos of customer engagement, and what is the impact on customer experience
- How to bridge silos of customer engagement to deliver a unified, omnichannel customer experience
- How to apply the Gartner bridging model to link four critical touch points across silos and channels
Silos of customer engagement are common. These silos are aligned with brands, products, business units, geographies or CRM services, and they are tall, deep and rigid. These silos can't be knocked down; however, they can be bridged. This session discusses three major approaches to bridging the silos of customer experience, and delivers pragmatic advice to CIOs for addressing this problem.