In episode 33 of FrankReactions' podcast series, Tema Frank interviews Robin H. Smith of Virtual Logistics Inc. on the importance of systems integration in improving the overall customer experience.
Tema hit a home run when she started the podcast with the statement;
"One of the biggest barriers companies face in improving their customer experience, especially now that everything's going omni-channel, is the challenge of integrating all their systems and data so that 'everyone's singing off the same song sheet'. It's really tough, and although there are integration companies out there to help you do it, unfortunately they often don't do themselves a lot of good because they tend to speak very technically, which can be very intimidating and off-putting to people who really need their services.
If you are seriously interested in improving customer experience in your organization or in improving your marketing in your organization, you really owe it to yourself to listen to this interview."
This timely interview is well worth the listen, as many pertinant points are made around the subject of barriers to integration as well as managing and effectively running a business in an increasingly digital and automated world. Click through to go directly to the podcast, or keep reading here for the highlights of some of the great discussion had in the interview, and then you should go listen to the podcast anyways.