Find out what truly successful cross-channel customer journeys consistently have in common and how they benefit your enterprise.

WP-Journey-Centric-Cover.jpgConsumer expectations continue to rise, transforming customer service into a key brand differentiator.

For most companies, the biggest hurdle to creating a consistent customer experience is the organization itself. Departmental goals compete against each other.

Marketing evaluates shopping cart data while operations look at agent interactions and first-call resolution.

Both could be measuring success by their metrics, all the while contributing to high and unexplained customer churn.

This white paper summarizes the underlying causes of departmental fragmentation, the optimal organizational incentives to bridge silos and it recommends strategies for facilitating a shared company-wide focus on the customer experience.