Most companies are committed to delivering an integrated customer experience. Yet, according to a recent study, only a few companies have a well-integrated strategy. According to survey respondents, given the number of different touchpoints that customers use, the biggest barrier to an improved customer experience appears to be complexity.
In this Take 30 webcast by 1to1 Media, Michael Colbourn, 2011 1to1 Media Customer Champion; and vice president of marketing, sales, and communications at Stowe Mountain Resort, discusses strategies for getting an organization's integrated customer experience plan up and running. He also suggests ways to identify the right metrics for measuring the most business impact from integrated CX efforts.