Changing the way you communicate with customers is critical. What you choose to look at first will impact your customer experience portfolio for years. This session will help you prioritize your CCM transformation by looking at how you should prioritize your work and who you need befriend to succeed. We will look at the KPIs, quick wins, strategies, and technologies that can best bring your teams together and accelerate your organizational change. This features demonstrations of technology that put your customer communication in context, foster collaboration, and challenge internal assumptions about “how it has always been done.”