Ensure CX Technology Works Together

Eric's internet went out. It happens. It's frustrating. But he was understanding. What made the situation worse was when the internet company sent him a text days after it was restored asking if he was still experiencing an outage. That text showed that the company was out of touch with his service, and it merely reminded him that there was a problem multiple days earlier. Their technology ecosystem is disconnected. In this episode, Brian, David and Eric discuss how important it is to break technology siloes and ensure all your data and technology is helping build a unified, consistent customer experience.