1. Siloed solution: CRM solutions are inherently siloed since the focus is, as the name implies, managing customer relationships. These solutions’ primary purpose is gathering data for the company. Customer Experience solutions, on the other hand, are focused on the engagement process from a customer’s perspective, thus the focus in on front-office and back-office systems. When a customer interacts with a business, they expect the organisation to know about previous interactions, their intent and be able to quickly provide the information they are looking for. This must happen regardless of whether this interaction takes place through sales, customer service, field service, marketing, or eCommerce and it shouldn’t matter which channel is used (i.e. social, e-mail, phone, web).