| "Through 2020, silos of customer engagement will be in the top three leading causes of customer dissatisfaction for enterprises across all industry segments."
Improving customer experience is at the top of investment opportunities for most organizations, according to recent Gartner survey data. Despite this focus, many engage their customers via disconnected silos, forcing customers to learn companies' processes and organization charts in order to achieve their goals.
In this report, Gartner discusses how few enterprises have orchestrated journeys across customer interaction channels and provides recommendations for how to bridge silos at three key points: user experience, process and data. Some of these suggestions include;
Integrating digital technologies with physical channels Leveraging tools and workflow in linking disconnected customer processes Creating a single, logical customer profile by integrating key entity data Download your complimentary copy of the Gartner report, âBridge Silos of Customer Engagement, or Risk Killing Your Customer Experience,â to learn more. |
