451 Research: 2019 Trends in Customer Experience and Commerce

Customer 360 is not a Luxury, but a Necessity for Survival

Sheryl Kingstone, VP, CX & Commerce and GM, VoCUL, 451 Research Blog, Business

For decades, businesses have sought a comprehensive picture of customer activity and behavior, but have been thwarted by data that remains siloed or unanalyzed. Finally, processes for getting a reliable and complete view of what customers want (and how they want to be contacted) are taking shape. Tools that synthesize different data sources across enterprises …