How to Fix a Fragmented
Customer Experience

This is a paradox: the more companies multiply the number of applications to serve their users—websites, user portals, helpdesks, LMS, and more—the worse the customer experience becomes. More touchpoints often lead to lower efficiency and reduced user satisfaction due to inconsistent, hard-to-find information and misaligned branding. All of these resulting ultimately in a fragmented and broken user experience.

In this session, we will explore two strategies to address this issue: