The cost of disconnected CX

The concept of a 360-degree view of the customer has been aspirational for decades. However, the growth of disparate channels and related technology debt continues to push most organizations further from, not closer to, the goal of an integrated view of customer data.

Artificial intelligence (AI) efforts have highlighted the limitations of disconnected applications to support service representative and customer experience (CX): without consistent, current, and integrated data, AI cannot effectively support either service representatives or customers, let alone be trusted to operate autonomously.

In our survey of contact center and customer service leaders, Valoir found only 58 percent of an organization’s customer interaction data can be accessed in a single system. This drains service representative productivity, increases customer relationship management (CRM) and contact center costs, and negatively impacts customer experience (CX). Read the report.