CHAPTER 7The Underlying Foundation for the Customer Experience Edge

Companies with tightly integrated applications rate their customer experience offering at 4.34 on a scale of 1 to 5, while others rate their customer experience at a mediocre 3.62. That’s a 20 percent difference in customer experience for respondents with tightly integrated applications.


FOR MANY EXPERTS, improving the customer experience is just a matter of changing the corporate culture and adding passion for customers. And we agree that these are crucial for developing a strong customer experience.

However, there is another less discussed element that no amount of culture change or organizational transformation can replace: ...

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