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Why your main goal should not be to build a unified customer journey
It is quite possible that you have just spent the last two years convincing your co-workers and management teams that creating a unified customer journey is the way to go. So now, when you’ve finally got your IT department to understand that what you want to achieve is not something that could be built upon their customon-premise CRM-database from the 90s, we once again find ourselves in the midst of a paradigm shift that requires re-consideration.