One of the major challenges for digital experience and IT teams is system and data silos. Without bringing together disjointed systems, contact centers remain expensive and inflexible, while the customer experience levels continue to go down.
Many contact centers have already realized the importance of modernizing legacy systems and integrating silos as #1 priority. However, some contact centers that have disconnected data, systems and/or processes are more preoccupied with adding new digital channels and analytics, which only adds more complexity and silos.
Read this infographic, comprised of 2016-2017 Forrester Research papers on integration, digital experiences and customer journeys. It was designed to educate customer experience and IT managers on recent integration trends and provide them with overall guidance on how to approach and evaluate integration options.