Breaking Data Silos Across Teams and Systems to Deliver Connected Customer Journeys - CSG

In this CX Today conversation, Nicole Willing speaks with Keith Wilson, Executive Director of Product Management for Customer Experience at CSG, about why fragmentation isn’t a technology failure, but a coordination problem, and how leading organisations are fixing it without starting over.From interoperability and real-time decisioning to journey orchestration and AI-assisted collaboration, this is a practical look at how enterprises move from siloed systems to connected, outcome-driven experiences.What you’ll take away:The early warning signs of CX breakdown, from declining engagement to journey abandonmentWhy “rip and replace” transformation strategies often create more complexity, not lessWhat true interoperability looks like, and why speed matters as much as integrationThe difference between connected systems and genuinely connected customer experiencesHow orchestration enables incremental change that delivers measurable impact over timeWhy personalisation must operate at the individual level, not in segmentsHow AI is reshaping collaboration between CX and IT teamsWho should watch?:Chief Customer Officers and Heads of CX tackling fragmented journeys and disengagementCIOs and IT leaders responsible for integrating complex CX stacksContact Centre and Operations leaders focused on reducing effort and improving resolutionDigital and transformation leaders embedding AI into customer experience strategiesIf your CX strategy still relies on adding more tools instead of connecting what you already have, this conversation offers a clear, practical path to reducing complexity, improving journeys, and delivering measurable results within months.