Transforming customer experience is the nirvana and holy grail of digital transformation. While it is easy to want to optimize user experience, it not that simple or straightforward. Let’s first establish what is not transforming the customer experience: Nicely designed web pages are not customer experience. Don’t get us wrong!
Without integrating disparate data structures, it is pretty much impossible to drive customer experience excellence, particularly in an omnichannel world. Customers today have a high expectation of the companies that they do business with on a regular basis. While nearly everyone that you ask will say that they find data