Gartner Report:
Bridge Silos of Customer Engagement,
or Risk Killing Your Customer Experience

EXECUTIVE SUMMARY:

“Through 2020, silos of customer engagement will be in the top three leading causes of customer dissatisfaction for enterprises across all industry segments.”

Many enterprises continue to engage their customers with isolated and disconnected silos despite the necessity to focus on the customer experience. The frustration caused by these silos inevitably leads to serious customer experience issues—abandonment of the customer journey, a decrease in spend, or money being spent with competitors. This is why the customer experience has become a high priority, CEO-level area of focus.

But there is a solution. Organizations need to create a unified customer experience that allows customers to execute journeys seamlessly across the enterprise. The customer journey should be a seamless experience without boundaries and facilitated by dynamic processes.

This research details a number of key recommendations, including:

• Identifying silos of customer engagement so that they can be actively addressed
• Using appropriate programs, methodologies, disciplines, technologies, and models to bridge silos
• Engaging key stakeholders early and often, and focus on change management

Download your complimentary copy of the Gartner report, ”Bridge Silos of Customer Engagement, or Risk Killing your Customer Experience,” to learn more.

Disclaimer
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner, Bridge Silos of Customer Engagement, or Risk Killing your Customer Experience, Gene Phifer, 4 August 2016.