Originally published on the Salesforce “360 blog“
Customers care about end-to-end experiences, not how your company is organized. Business leaders are quick to say that a connected customer experience is a major business priority. But the truth is that they are struggling to do it well. New data captures the gap between business and digital transformation and the integrated experiences customers desire.
Countless growing departments, new services abound, and the truth remains: Customers have to see you as one company. This is why a connected, personalized, and seamless customer experience (CX)can make or break your brand. But telling this to executives is preaching to the choir. Eighty-eight percent believe a complete and consistent view of their customers is crucial to the future of their business. But fewer than one-third say they currently have that unified view. And for those 31% executives who have a single 360-degree view of customer data? Half say they lack the organizational structure to actually make use of those customer insights.